EE has been hit by customer blowback from its decision to increase prices mid-contract, with the operator's Orange and T-Mobile brands being Britain's most complained about.
The latest figures from Ofcom, for the three months to the end of March, said T-Mobile received the largest amount of complaints for the quarter, 0.19 per 1,000 customers. The regulator said this was related to billing and complaints handling. Orange was second with 0.16 complaints per 1,000, with Three in third place. EE announced in March that it was imposing an inflationary price increase on Orange and T-Mobile contracts. A spokesman for the company said: 'We strive to offer our customers the best service at all times. We take all complaints we receive very seriously and will take on board the findings of this latest Ofcom report.'
O2 continued to be the least complained about operator in the UK. A spokesman said: 'It’s the 10th consecutive quarter we’ve been at the number 1 position for the least number of customer complaints into Ofcom. Our plan is to continue delivering the best experience for our customers.'
Overall, the total number of complaints fell during the quarter because of an improvement in pay-monthly service. Claudio Pollack, director Ofcom's consumer group, said: 'It’s important that providers continue to work to improve their performance.'
Ofcom is currently investigating mid-contract price rises, which could result in consumers being able to walk away from postpay deals if operators choose to increase tariffs.
Author: Graeme Neill