Ofcom, the telecoms regulator, has released figures for complaints and said Talk Talk is the most complained about landline and broadband provider while 3 is the mobile provider with the most complaints.
This is the first time Ofcom has released figures for complaints but it has only included the bigger telecoms and mobile providers. After receiving around 450 complaints a day regarding telecommunications providers Ofcom said Talk Talk topped the list for landline and broadband providers while 3 came top for mobile providers.
Ofcom figures showed that more people complained about Talk Talk between October 2010 and February 2011. Talk Talk’s landline service received 1.78 complaints for every 1,000 customers while its broadband service got 1.27 complaints per 1,000 customers.
The figures used cover complaints made to Ofcom but not those made directly to the providers. However, Ofcom included all complaints, even if they were later found to be unsubstantiated.
The mobile telecoms company, 3, received 0.15 complaints per 1,000 customers in the same period while the mobile provider O2 had the most satisfied customers.
After BT and Virgin Media, Talk Talk is the third largest internet service provider and Utility Exchange has reported recently that Ofcom has received a number of complaints from people who have been billed for cancelled services by Talk Talk. Most of the complaints about telecoms received by Ofcom concern mis-selling, billing errors, lack of service and customer service problems.
The chief executive of Ofcom, Ed Richards said “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”.
Speaking from Consumer Focus, Robert Hammond said “These complaints are likely to be the tip of the iceberg. We would call on all telecoms providers to also publish details of complaints their customer services teams receive. Suppliers should see customer service as something which will give them a competitive edge on their rivals”.