June 19 2013 Latest news:
Adam Aiken and Josie Clarke
Monday, July 2, 2012
Talktalk has again generated the most complaints from consumers, according to a review of communications providers by the industry’s regulator.
The company attracted the most complaints for both its landline and its broadband services. Meanwhile, the most complained-about mobile provider was 3UK, according to figures published by Ofcom that covered the three months to the end of March.
In the landline market, Talktalk generated 0.72 complaints per 1,000 customers, while the least complained-about provider was Virgin Media, with 0.16 complaints per 1,000 customers. It marked the sixth consecutive quarter during which Talktalk and Virgin Media attracted the most and fewest complaints respectively.
As far as broadband is concerned, Talktalk generated 0.56 complaints per 1,000 customers over the quarter. Sky’s broadband service attracted the fewest complaints, with 0.15 per 1,000 customers.
However, despite maintaining its place at the bottom of the table, Talktalk’s figures have improved and the latest statistics are its best yet.
“We are pleased that Ofcom’s data shows that complaints are down 36pc for telephone and down 31pc for broadband compared with the same period last year,” said a spokesman for the company.
In the mobile telephone market, 3UK generated 0.14 complaints per 1,000 customers, making it the most complained-about provider in that sector, while O2 was the least complained-about provider for the sixth consecutive quarter, with 0.02 complaints per 1,000 customers.
Ofcom said it released the quarterly figures to give useful information for consumers and to encourage communications providers to improve their performance.
Dominic Baliszewski, of Broadbandchoices.co.uk, said: “Ofcom’s latest complaints data has shone a light on the internet service providers who need to be working harder to keep their customers happy, but there is good news, too.
“Sky has reduced complaints for every consecutive quarter without fail and Virgin Media consistently keeps complaints to a minimum.
“Talktalk is making good headway, but is still struggling with historical issues following the buyout of older providers such as Tiscali and Pipex.
“The number of complaints from Talktalk customers has dropped considerably from the start of 2011 – things are slowly getting better for its customers.”
The quarterly report also covered pay-television services for the first time, with BT Vision the provider attracting most complaints (0.27 complaints per 1,000 customers) between January and March. The figures for Virgin Media and Sky were 0.07 and 0.03 respectively.