Broadband and mobile complaints fall
Complaints about home phone, broadband, pay monthly mobile, and paid-for TV companies fell between April and June compared to the first three months of the year, according to the latest data from regulator Ofcom.
Moneywise breaks down the complaints by service below.
- See Post Office complaints rocket after record home phone signups for complaints between January and March.
Broadband: BT most complained about
BT was the most complained about broadband provider between April and June with 26 complaints per 100,000 customers.
It was followed by Plusnet with 23 complaints per 100,000 customers, although Ofcom cautions that Plusnet’s figures may actually be more comparable with BT’s and only differ due to different methodologies used to compile the data.
In comparison, EE was the most complained about broadband provider between January and March 2016, with 24 complaints per 100,000 customers, followed by BT with 31.
Sky again received the fewest complaints in the second quarter of the year, with five complaints per 100,000 customers.
- Use our broadband tool.
Landlines: TalkTalk and Plusnet most complained about
In the second quarter of the year, TalkTalk and Plusnet were the joint most complained about home phone providers with 18 complaints per 100,000 customers each.
They were followed by the Post Office with 17 complaints per 100,000 customers.
But this is a stark contrast to the first quarter of 2016, when the Post Office was the most complained about home phone provider with 29 complaints per 100,000 customers, followed by TalkTalk with 28 complaints per 100,000 customers.
Once again Sky had the fewest complaints with five per 100,000 customers.
Pay monthly mobile: Vodafone most complained about - again
Vodafone was once again the most complained about pay monthly mobile provider between April and June, with 23 complaints per 100,000 customers. However, this is an improvement on the first quarter of the year when it received 29 complaints per 100,000 customers.
In comparison, the next most complained about provider in the second quarter was Talk Mobile with eight complaints per 100,000 customers.
Tesco Mobile was the least complained about provider again, with just one complaint per 100,000 customers.
Pay TV: BT again the most complained about
BT was again the most complained about paid-for TV provider with 16 complaints per 100,000 customers. However, this is an improvement on the first quarter of the year when it received 20 complaints per 100,000 customers.
TalkTalk was the next most complained about in the second quarter of the year, receiving 16 complaints per 100,000 customers.
Sky again had the least complaints, with one per 100,000 customers.
Unhappy with your provider? Complain
If you’re not happy with 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.
Lindsey Fussell, director of Ofcom's consumer group, says: “We expect providers to make customer service and complaints handling top priorities. While complaints have gone down, providers must work harder to better serve their customers.”
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.