Ofcom’s latest report reveals varying performance among major UK broadband providers in handling customer complaints. TalkTalk, Vodafone, and EE ranked at the bottom of the list, generating the highest number of complaints. Ofcom noted that while EE’s complaint figures remained consistent, TalkTalk and Vodafone saw an increase in complaints.
In contrast, Plusnet emerged as the provider with the fewest complaints, surpassing other competitors in customer satisfaction. Despite being under the same ownership as EE, Plusnet demonstrated a notably superior complaints performance.
Following Plusnet, Sky secured the second spot for handling complaints effectively, while Virgin Media showed significant improvement from previous years, currently ranking as the third best in terms of customer grievances.
The list of broadband providers with the least complaints per 100,000 customers includes Plusnet at 4, Sky at 6, Virgin Media at 7, BT at 11, Vodafone at 10, EE at 10, and TalkTalk at 10.
Apart from broadband services, Ofcom also evaluates complaints related to landlines and pay-TV. Utility Warehouse excelled in landline services with only 1 complaint per 100,000 customers, with Sky, Virgin Media, and Vodafone also performing well in this category. Unfortunately, TalkTalk lagged behind with 8 complaints per 100,000 customers.
In the realm of TV services, TalkTalk led with 2 complaints per 100,000 customers, followed by Sky with 3, Virgin Media with 5, and EE with 6 complaints per 100,000 customers.
Overall, the latest Ofcom data indicates a stability in complaint levels across broadband, landline, mobile, and pay-TV services compared to the previous quarter. Despite the steady volume of complaints, there has been no significant improvement in service quality, raising concerns among consumers facing escalating costs.
Ernest Doku, a telecoms expert at uswitch.com, commented on the situation, emphasizing the importance of providers justifying price increases through enhanced service quality. He highlighted Plusnet’s exceptional performance in customer service, underscoring the need for consumers to assess their options and seek better value for money as annual prices approach in April.