Belfast Telegraph

Home News UK

EE tops customer complaints list

EE has generated the most complaints from landline and broadband customers, while Vodafone generated the most grievances from mobile users, latest figures show.

Ofcom's data for the first quarter of this year shows that the total volume of telecoms and pay TV complaints fell slightly, but the number of problems with broadband and pay TV services were marginally higher.

EE continued to generate the most complaints among landline providers as a proportion of its customer base, up from 0.36 per 1,000 customers in Q4 2014 to 0.39 in Q1 2015 - mainly driven by difficulties customers faced when changing provider (33%), concerns about faults, service and provision (28%) and complaints handling (18%).

BT, Plusnet and TalkTalk also generated landline-related complaints above the industry average, while the number of complaints about Sky and Virgin Media were below the industry average.

EE also generated the most complaints for broadband, mainly relating to faults, service and provision (37%), billing, pricing and charges (20%) and complaints handling (20%).

BT, Plusnet and TalkTalk all generated broadband complaints, while Virgin Media and Sky were the best performing providers.

Among mobile pay-monthly providers, Vodafone generated the highest volume of complaints, mainly about billing, pricing and charges (33%).

Both EE and Talk Mobile also generated complaints above the industry average, although both saw a reduction since the last quarter of last year.

Virgin Mobile, O2, Three UK and Tesco Mobile all generated complaints below the industry average, with Tesco Mobile attracting the lowest number for the fourth consecutive quarter.

BT continued to generate the highest volume of pay TV complaints, followed by TalkTalk Group, while the number against Virgin Media was in line with the industry average.

Sky was the only pay TV provider to generate fewer complaints than the industry average and it remained the best performer.

Claudio Pollack, director of Ofcom's Content and Consumer Group, said: "Publishing provider-specific complaints data is one way we're able to help consumers make informed choices about the services on offer to them.

"The reduction in the total volume of complaints is welcome, but there is still room for providers to improve their performance. This report is one of a number of ways we seek to give providers incentive to address areas of customer dissatisfaction."

Ofcom said it received on average just under 300 telecoms complaints a day from consumers.

An EE spokeswoman said: "Our customer service improvement programme is producing positive results but we know there is more work to do.

"We're very pleased the number of mobile complaints has fallen significantly and we expect to reflect this downward trend in complaints across landline and broadband.

"Our aim is to offer every customer the best possible service."


From Belfast Telegraph