5 in a row: Vodafone reacts to highest Ofcom complaints

5 in a row: Vodafone reacts to highest Ofcom complaints

Vodafone has received the highest number of pay-monthly mobile complaints for the fifth consecutive quarter.

The network has attributed these findings, from Ofcom’s latest telecoms and pay TV report, to ‘complications’ that occurred during a ‘major programme’ to improve its customer experience.

Consumer concerns

Ofcom’s report looked at complaints made from July-September this year. The data found that Vodafone generated 20 complaints per 100,000 users, up from 14 in the previous two quarters.

The regulator found that billing, pricing and charges made up a third of complaints towards the network. The way Vodafone handled complaints made up a quarter of customer grievances, as well as concerns around faults, service and provision.

Vodafone has previously expressed disappointment in the regulator’s data findings, with CEO Jeroen Hoencamp announcing plans earlier this year to focus the next 12 months on strengthening its customer experience.

Vodafone reacts

‘We apologise to any customers who have had issues with our services, a spokesperson said. ‘Many of the issues highlighted in this report relate to the major programme we have been undertaking over the last 18 months to streamline and improve our billing platform, which will allow customers to have better control if their account and take advantage of a broader range of individual services and price plans.’

‘Unfortunately, there was some complications during the highly complex migration exercise which meant a number of customers accounts were affected although the vast majority of customers experienced no disruption or inconvenience.

‘Now that the exercise is essentially complete, we expect the £1bn investment in our network and services this year and the significant management focus on improving and simplifying customer services will start to deliver a step change in customer experience in the next few months.’

Ranking shift

Ofcom’s quarterly report has seen EE improve its ranking over the last year, with complaints on a steady decline. However the latest data showed that complaints to the network have increased over the last quarter.

O2, Tesco Mobile and Three UK all continued to receive the lowest customer complaints, continuing their streak over the last year. The report also showed a good quarter for Virgin Media and Talk Mobile, both of which generated lower customer complaints than in previous quarters

Speaking about the MVNO’s success, Tom Mockridge, Virgin Media CEO said: ‘With our customer focus and our superior network, we are pleased to come out as the UK's least complained about bundled communications provider. This is why more people than ever are sticking with Virgin Media and we remain focused on delivering the best service for our customers.’


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