Three and TalkTalk revealed as most complained about telecoms providers

Three and TalkTalk revealed as most complained about telecoms providers

Ofcom today (21 April) revealed that TalkTalk and Three were the most complained about telecoms companies in the UK between October 2010 and February 2011.

The telecoms regulator said that TalkTalk topped the complaints list for landline and broadband services, while Three fronted the list for mobile companies.

TalkTalk complaints peaked at 1.7 customers per 1,000 for its landline services and 1.27 for its broadband between October 2010 and February 2011.

A Talktalk spokesperson said: ‘We recognise that in the period in question, October 2010 to February 2011, not all customers received the service they deserved as we completed the complex task of moving them to our network and a new billing platform.

‘We’re sorry for the disruption this caused and, while it’s encouraging to see the number of complaints decreasing towards the end of this period, we continue to work tirelessly to improve.’

Three received 0.15 complaints per 1,000 customers, according to Ofcom.

Consumer Focus’s head of digital communications Robert Hammond said: ‘These complaints are likely to be the tip of the iceberg – we would call on all telecoms providers to also publish details of complaints their customer services teams receive.’

Meanwhile, Virgin Media had the least number of complaints out of the major providers on both the landline and the broadband side. Only 0.21 per 1,000 customers complained about landline and 0.20 per 1,000 about broadband.

O2 also took the prize for the least complained about mobile provider with only 0.04 complaints per 1000 customers.

The report included companies with a market share of 5% or more.

Ofcom CEO Ed Richards said: ‘Consumers should have access to as much information as possible to allow them to choose between providers and to take full advantage of the competition in the sector.

‘By publishing complaints data, Ofcom aims to provide useful information to consumers, and also to give telecoms providers an incentive to improve their customer service.’

Ofcom plans to continue publishing complaint figures on a quarterly basis.




Written by Mobile Today
Mobile Today


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