Ofcom names most complained-about UK provider

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UK communications regulator, Ofcom has published the latest figures for complaints received about the UK’s major landline, mobile, broadband and pay-TV providers between October and December 2022.

The headline finding was that Shell Energy continued to be the most complained-about landline and broadband provider, attracting more complaints about its service than in the previous quarter (July to September 2022). Customer complaints were predominantly surrounding faults, service and installation.

At the other end of the scale, Ofcom said that Sky continued to generate the fewest broadband complaints, while EE and Sky were named the least complained-about landline providers.

For mobile, BT Mobile, Virgin Mobile and O2 were the most complained-about mobile operators, while Sky Mobile, EE, Tesco Mobile and Three attracted the fewest complaints.

Virgin Media and BT were named the pay-TV service providers that attracted the most complaints, and Sky received the fewest.

The regulator also reveled that complaint numbers received during this period were similar to the previous quarter. Complaints about landline and pay-TV services decreased slightly, while complaints about broadband and pay-monthly mobile services remained the same.Looking at the figures year-on-year, the number of complaints about broadband services increased slightly, while complaints for landline, pay-monthly mobile and pay-TV services remained the same.

Ofcom states: “We remain concerned about Shell Energy’s persistently high complaint volumes. We have been engaging closely with the provider on its plans to improve its customer service, and expect to see results of this in the coming months.” 

Richard Thorpe, chief delivery officer at CityFibre

15 August 2022

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