TalkTalk tops Ofcom’s complaint league

Darren Allan

April 21, 2011

TalkTalk is the most complained about telecoms provider in terms of consumer grievances lodged with Ofcom between October 2010 and February 2011.

And it’s top in both landline and broadband complaints. With landline services, TalkTalk averaged 1.78 complaints per 1000 customers. That was way above BSkyB on 0.41, BT on 0.37 and Virgin Media was the least complained about on 0.21 (providers with a less than 5% market share were discounted).

When it came to broadband, TalkTalk was the most talked about ISP by annoyed customers as well, with 1.27 complaints per 1000 customers. BT fared worse here on 0.61, with BSkyB on 0.39, and again Virgin the lowest on 0.2.

Complaints peaked for both TalkTalk’s landline and broadband services in November of last year, when the company was investigated for continuing to bill customers for cancelled services.

When it came to mobile providers, the complaints race was much more even, although O2 was the clear winner with only 0.04 moans per 1000 customers. Vodafone was on 0.09, Orange recorded a figure of 0.1, T-Mobile 0.13, and 3 was the most complained about on 0.15.

Ofcom receives on average 450 telecoms complaints every day, covering mainly poor customer service, billing errors and service outages.

Ofcom CEO Ed Richards commented: “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.”


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