Post Office complaints rocket after record home phone signups
Complaints about the Post Office’s home phone service rocketed in the first three months of the year, as the provider struggled to cope with record sign ups.
The firm received 29 complaints per 100,000 customers between January and March – up from 20 complaints per 100,000 customers in the preceding three months, and up from just 13 complaints per 100,000 over the same period in 2015.
The Post Office says the complaints, which have been published by telecoms regulator Ofcom, occurred after it struggled to cope with a record number of sign ups.
A spokesperson for the provider says: “We had a promotion towards the end of last year that resulted in a record number of connections, and we were not as prepared as we should have been to deal with the increase in demand. We are very sorry this has led to us not meeting the expectations of some customers, but we have addressed this and we expect this to be reflected in a significantly improved position in the next Ofcom report.”
TalkTalk was the next most complained about landline provider over the same period, with 28 complaints per 100,000 customers - although this is a drop compared to the 30 complaints per 100,000 customers it received between October and December 2015.
At the other end of the scale, Sky and Virgin Media fared best, with six complaints each per 100,000 customers.
Vodafone most complained about mobile provider - again
Vodafone is still the most complained about mobile provider by a country mile; receiving 29 complaints per 100,000 customers between January and March 2016.
This compares to the next most complained about mobile provider, Talk Mobile, with eight complaints per 100,000 customers.
Vodafone has been plagued with complaints in recent months following problems that occurred when it transferred customers onto a new billing system last year.
Tesco Mobile was the least complained about mobile provider over the period with one complaint per 100,000 customers.
EE and BT most complained about broadband and Pay TV providers
EE remains the most complained about broadband provider, with 34 complaints per 100,000 customers. It’s followed by BT, with 31 complaints over the same period.
In comparison, Sky received the fewest broadband complaints with six per 100,000 customers.
When it comes to Pay TV, BT was yet again the most complained about, with 20 gripes per 100,000 customers.
It was followed by TalkTalk with nine complaints per 100,000 customers, while Sky came in last with one complaint per 100,000 customers.
Unhappy with your provider? Complain
If you’re not happy with the your mobile, broadband, home phone, or TV provider, complain. You need to complain to the company involved in the first instance – online complaints tool Resolver (resolver.co.uk) can help with this.
If this doesn’t work, you can take your complaint to the ombudsman service your provider is signed up to, which is most likely to be the Ombudsman Services (ombudsman-services.org) or the Communications and Internet Services Adjudication Scheme (CISAS), which can be found at cedr.com/cisas.
If you’ve have a complaint about a financial service product you have bought but the company you bought it from refuses to resolve your problem after eight weeks, the Ombudsman can help. The Ombudsman will investigate and resolve the matter. The Ombudsman is independent and its service is free to consumers. The Ombudsman may find in the company’s favour but consumers don’t have accept its decision and are always free to go to court instead. But if they do accept an Ombudsman’s decision, it is binding both on them and on the business.