Customers primarily complained about how their complaints were being handled and issues related to changing providers.
Sky Mobile, EE, and Tesco Mobile were the mobile providers who received the fewest complaints.
Vodafone was the most complained-about broadband provider between April and June, as per Ofcom, with complaints mainly driven by customers’ experiences with faults, service, and getting services connected.
“We have engaged with Vodafone regarding their performance in this latest round of complaints data. They have been taking steps to identify and address the causes of these complaints, and we would expect to see the results of this in the coming months,” said Ofcom.
TalkTalk, Shell Energy, and Virgin Media were the most complained-about landline providers. TalkTalk saw a small decrease, Shell Energy remained static, and Virgin Media saw a small increase in their complaints since the previous quarter.
Shell Energy’s complaints were mainly driven by customers’ experiences with faults, service, and getting services connected, while TalkTalk and Virgin’s complaints were mainly related to how they handled customers’ complaints.
Sky generated the fewest complaints in both broadband and landline.
Ofcom’s Consumer Protection Director, Fergal Farragher, said: “It is positive to see that overall complaint volumes have remained consistent compared to the previous quarter. However, complaints are still slightly higher than they were in 2022, and this shows that providers still have work to do in improving customers’ experiences. We work alongside providers to help make sure they improve their performance and acknowledge that Vodafone is taking steps to identify and address the increased volume of complaints during this period.