Updated: 30/06/2012 03:34 | By pa.press.net

TalkTalk hit by most complaints

TalkTalk has once again generated the most complaints from consumers in a review of telecoms providers, Ofcom figures have shown.


An Ofcom report has found that TalkTalk generated the most complaints from customers between January and March

An Ofcom report has found that TalkTalk generated the most complaints from customers between January and March

TalkTalk has once again generated the most complaints from consumers in a review of telecoms providers, Ofcom figures have shown.

The group attracted the most complaints for both its landline and broadband services, while the most complained-about mobile provider was 3UK.

The quarterly report covers pay TV services for the first time, showing that Ofcom received the most complaints about BT Vision between January and March at 0.27 complaints per 1,000 customers, possibly related to their sales processes and problems with billing. The figures for Virgin Media and Sky were 0.07 and 0.03 respectively.

In the landline market, TalkTalk generated 0.72 complaints per 1,000 customers, while the least complained-about provider was Virgin Media with 0.16 complaints per 1,000 customers.

This is the sixth consecutive quarter during which TalkTalk and Virgin Media have attracted the most and fewest complaints respectively about landline services. However, TalkTalk received its fewest quarterly complaints in the three months to March, said Ofcom.

TalkTalk was also the most complained-about broadband provider, generating 0.56 complaints per 1,000 customers over the quarter. Sky's broadband service attracted the fewest complaints at 0.15 per 1,000 customers.

3UK generated 0.14 complaints per 1,000 customers making it the most complained-about provider in the mobile market, while O2 was the least complained about mobile provider for the sixth consecutive quarter with 0.02 complaints per 1,000 customers.

Ofcom says it releases the figures to provide useful information for consumers and to incentivise operators to improve their performance.

A TalkTalk spokesman said: "We are pleased that Ofcom's data shows that complaints are down 36% for telephone and down 31% for broadband compared with the same period last year.

"We do recognise there is still work to do and we are continually pushing through improvements. Technical faults are fixed 20% more quickly, more support is being offered when customers move house, and our online customer support systems, which now account for 70% of customer contacts, are being further enhanced. We'll continue to work hard to continue to offer great value to our five million customers."

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