Talk Talk most complained about service provider

26 April 2011

Telecom provider Talk Talk has been branded 'Moan Moan' after the industry watchdog said it was the most complained about firm in the business.
Ofcom, the telecoms regulator, said today (Tuesday) Talk Talk's broadband and landline services came out top on the regulator's list of the most complained about telecoms providers last year.
The watchdog received 1.78 complaints per 1,000 customers from October 2010 to February 2011.
The least complained about provider over the same period was Virgin Media with 0.21 complaints per 1000 customers.
Meanwhile, the most complained about mobile phone provider was 3UK with the regulator receiving 0.15 complaints per 1000 customers.
02 received the least complaints in this category at 0.04 complaints per 1,000 customers.

Ofcom figures
On average, Ofcom receives 450 telecoms complaints a day about a range of issues including mis-selling, billing errors, lack of service and customer service problems.
Ofcom's figures cover companies with a UK market share of at least 5%, covering at least 87% of the telecoms market.
The regulator's chief executive, Ed Richards, says: "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."
A statement from Talk Talk says: "We recognise that in the period in question, October 2010 to February 2011, not all customers received the service they deserved as we completed the complex task of moving them to our network and a new billing platform. We're sorry for the disruption this caused and we continue to work tirelessly to improve."

How to complain

If you have a complaint about your phone or broadband provider you first need to contact the customer services department and explain your problem.
Since it is in the provider's best interest to treat its customers fairly the company could – and should – resolve the problem at this point.
If it doesn't you should inform the company that you wish to make a formal complaint via its complaints procedure. Under Ofcom regulation all providers must have one of these.
Once you've complained, if your issue is not dealt with within eight weeks or if your provider tells you there is nothing it can do you are entitled to take your complaint to an Alternative Dispute Resolution (ADR) scheme. ADR schemes are independent bodies, approved by Ofcom. The ADR scheme will look into your dispute and, if it agrees with you, can make the provider fix the problem and if necessary give compensation.
Ofcom approves two ADR schemes – CISAS and Ombudsman Services: Communications. All providers have to be a member of one of these. You can find out which one your provider is a member of by checking its website or visiting

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