EE tops Ofcom mobile complaints list

EE tops Ofcom mobile complaints list

Independent regulator and competition authority Ofcom received the highest number of complaints about ‘pay monthly’ mobile telephone services from EE customers during the first quarter of 2014, according to a new report published. The Office of Communications published its latest table of complaints made against the UK’s mobile phone network operators, fixed-line phone providers, broadband companies and pay TV services this week.

According to Ofcom, consumers complained most about EE's pay monthly service with 0.12 complaints per thousand customers - twice the industry average.

Virgin Media came second in the table with 0.07 complaints per 1,000 customers. Of the mobile phone operators, Three generated the fewest pay monthly complaints - generating 0.04 complaints per 1,000 customers.

For the first time, figures from EE’s three brands - EE (4GEE), Orange and T-Mobile - are now being combined to reflect the operator’s consolidation of the brands following the merger of Orange and T-Mobile.

Telecoms and pay TV complaints increased slightly in the quarter. Complaints about landline, broadband and mobile pay-as-you-go services rose slightly on the previous quarter. However, mobile pay monthly and pay TV complaints remained at the same level as the last quarter of 2013.

TalkTalk generated the highest proportion of fixed-line complaints while EE generated the most complaints for fixed-line broadband and BT TV had the highest proportion of pay TV complaints.

Claudio Pollack, director of Ofcom’s consumer group said the report highlights the performance of providers relative to each other. ‘This is valuable information that consumers may wish to consider alongside other factors such as price and availability, for example, when choosing a provider.’

He added that publishing complaints data is a key part of the organisation’s work to ‘provide useful comparative information for consumers, and drive improvements in quality of service across the communications sector’.


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