For the second quarter running Talk Talk is at the top of Ofcom’s complaints list for both broadband and telephones.The most complaints for mobile services, according to the Ofcom report, were made by 3UK customers. O2 was the least complained about mobile provider.
Between April and June more complaints were made about phone services to Ofcom about Talk Talk than rivals BT Retail , Virgin and BSkyB. Also during that period more of Talk Talk customers complained about broadband than Orange, Virgin, BSkyB and BT Retail customers. Figures only consist of telephone complaints made to Ofcom and do not include complaints made direct to to the providers. Virgin was the least complained about company.
Talk Talk ‘s broadband service had 0.58 complaints for every 1,000 customers and its landline section had 0.8 complaints per 1,000 customers compared to Virgins 0.15 for both broadband and landline services.
These figures will be a big dissappointment to Talk Talk especially as complaints have fallen during the past year. The company was recently fined £3m by Ofcom for incorrectly billing 65,000 customers for services that they had not received.
Customers wishing to make a complaint should in the first instance contact their provider. If the problem is not resolved an independent advisor, such as Ofcom, should be contacted.