BT Mobile was the most complained-about mobile provider in the first three months of the year says Ofcom. Customers complained mainly about issues with changing providers and how their complaints had been handled. Sky Mobile, Tesco Mobile, and EE attracted the fewest number of complaints during Q1.
TalkTalk was the most complained-about landline and broadband provider, with an increase in complaints for both of these services since last quarter, says Ofcom. Complaints were mainly driven by customers’ experience with faults, quality of service and getting services connected, as well as how their complaints were handled. Sky had the fewest complaints among broadband providers, as well as becoming the outright least complained-about landline provider.
BT also attracted the most complaints about pay-TV. The main causes for complaints were issues around billing, pricing and charges. Sky received the the fewest pay-TV complaints.
“The slight increase in complaints across all services shows providers still have work to do when it comes to the quality of service they offer their customers. We’re pleased to see an improvement in Shell Energy’s performance following their previous appearances at the bottom of some of these tables, and in response to us engaging with them on improvements. However, these figures show they and other providers should strive for further progress.” said Fergal Farragher, Ofcom’s Consumer Protection Director.