UK telecom regulator Ofcom has published its ninth quarterly report of complaint levels for major fixed-line, mobile phone, broadband and pay TV providers. This latest report covers January to March 2013.
Overall complaint numbers were down, thanks to a fall in ‘pay monthly’ mobile complaints.
For the third quarter running, one of EE’s brands was the most complained about ‘pay monthly’ mobile network. T-Mobile topped the Q1 2013 list with 0.19 complaints per 1,000 customers, mainly resulting from billing issues and complaint handling. Meanwhile O2 retained its position as the network that generated the fewest complaints: 0.05 per 1,000 customers.
Once again, ‘pay as you go’ complaint figures were too small to be statistically valid.
Claudio Pollack, Director of Ofcom’s Consumer Group, said “It’s important that providers continue to work to improve their performance. We’re committed to providing consumers with valuable information to help them choose a provider that best suits their needs. Consumer complaints also help us to identify where to target any necessary enforcement action and ensure that providers comply with our rules.”
Mobile telephone 'pay monthly' complaints per 1,000 customers, October 2010 – March 2013