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UK landline customer complaints: TalkTalk garners most moans despite improvements

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TalkTalk garners most moans despite improvements

TalkTalk has slashed the rate of complaints about its home phone services, but remains almost double the next-worst landline provider.

Media regulator Ofcom received 0.39 complaints for every thousand TalkTalk customers this autumn, compared to 1.16 per thousand when started recording complaints in late 2010.

Ofcom said most TalkTalk complaints continue to relate to billing and customer service issues, but billing complaints had dropped significantly.

TalkTalk said: “We’ve made significant improvements across the business this year and we’re pleased this is reflected in the Ofcom data.

TalkTalk garners most moans despite improvements

“Complaints about landline services are 50 per cent down year-on-year with broadband complaints down 36 per cent in that period. We’ve invested in our online customer support – which now accounts for over 70 per cent of customer contacts­ and offer more support when people move home.

“When issues do arise we increasingly fix them first time. We will continue to look for ways to better serve our customers while continuing to provide the great value we¹re known for.”

BT complaints rose slightly to 0.21 per thousand customers, just above the industry average of 0.2/1,000 – TalkTalk’s improvements also brought the average down to its lowest level.

Virgin Media and Sky achieved record low customer complaints figures, with each getting just 0.12/1,000 customers.

Ofcom measures complaints for the four largest landline providers, so these figures don’t include EE, the many small phone companies, or subsidiaries like BT-owned Plusnet.

December 21, 2012 (image: Ofcom)

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