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Ofcom reports that EE and Talktalk customers complain the most

O2 and Virgin Media come out on top
Wed Jun 26 2013, 12:29
An Ofcom logo

UK TELECOMS REGULATOR Ofcom lifted the lid on latest telecoms complaints statistics on Wednesday, which revealed that EE and Talktalk customers complain the most.

Of course that's possibly because they have good reason to complain. Talktalk topped the complaints list for landline customers, seeing 0.39 complaints per 1,000 customers, up from 0.36 percent complaints per thousand in the fourth quarter of 2012.

Speaking to The INQUIRER about being named and shamed, Talktalk claims it has still made a lot of improvements. A spokesperson said, "We've made significant improvements across the business over the last year and we're pleased this continues to be reflected in the Ofcom data. Complaints about both landline and broadband services have substantially reduced and are almost half compared to the same quarter last year.

"We've invested in our online customer support and over 70% of customer service contacts now take place online. When issues do arise we fix them first time in approaching three quarters of cases. We continue to look for ways to better serve our customers and make further improvements in our service, whilst continuing to provide the great value we're known for."

In the broadband market, EE came out on top - or bottom, depending how you look at it - in the number of complaints. Its Orange brand received a score of 0.57 complaints per 1,000 customers, and that doesn't sound like a huge amount, it is way above average, according to Ofcom. The regulator also said that most of the complaints against EE related to customer difficulties in changing provider and service issues.

EE said it will work to improve its services in a statement sent to The INQUIRER. It 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."

Talktalk didn't get off lightly here either, with it and BT generating above average complaint figures of 0.36 and 0.33 per 1,000, respectively. Perhaps more surprisingly, Virgin Media had the lowest number of complaints for the first time since the second quarter of 2011, seeing just 0.08 per 1,000 customers, just ahead of Sky at 0.1 complaints per thousand.

EE also generated the most mobile customer complaints. Its T-Mobile brand saw 0.19 complaints per 1,000 customers, with most, ironically, related to complaints handling. Orange saw an above average number of complaints too, and Three followed closely behind. O2 was the least complained about mobile provider for the second quarter running, seeing a modest 0.05 complaints per 1,000 customers.

Claudio Pollack, director of Ofcom's Consumer Group said, "It's important that providers continue to work to improve their performance.

"We're committed to providing consumers with valuable information to help them choose a provider that best suits their needs. Consumer complaints also help us to identify where to target any necessary enforcement action and ensure that providers comply with our rules." µ


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