Voice of the Customer

Ofcom has published data on the volume of consumer complaints it has received against major providers of telecoms and pay-TV services – and TalkTalk come top of the complaints league.

The latest report covers the three-month period from July to September 2017 (Q3), and includes complaints made about providers of home broadband, landline telephone, pay-monthly mobile and pay-TV services.

There was a slight increase in the total number of complaints for landline and pay-TV services between Q2 and Q3 in 2017, while overall broadband and pay-monthly mobile complaints figures remained the same. Broadband and landline services continued to generate the highest volume of complaints.

Together with Ofcom’s provider comparison tool, our quarterly complaints report gives people looking for a new provider useful information to help them compare companies’ performance.

The report also offers an incentive to providers to improve customer service standards and address recurring problems.

Jane Rumble, Ofcom’s Director of Consumer Policy, said: “We’re shining a light on how different providers perform, and it’s clear many need to up their game on service quality and complaints handling.

“People expect high standards from their providers, and companies must put their customers first.” Home broadband complaints per 100,000 customers

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