Ofcom has published details of the consumer telecoms complaints it’s received between October 2010 and February 2011. The regulator receives an average of 450 complaints per day about fixed-line, broadband and mobile telecoms providers. Issues include mis-selling, billing errors, lack of service and customer service problems.
Ofcom’s data, which covers mobile providers with a market share of at least 5%, shows it receives the most complaints about Three UK (0.15 complaints per thousand customers). Second was T-Mobile, which had a ‘spike’ of complaints in January driven by T-Mobile’s announcement of changes in its Fair Use Policy for data usage. The least complained about mobile service provider was O2 with 0.04 complaints per 1000 customers.
Overall, the level of complaints about mobile services was much lower than for fixed line telephony and fixed broadband services. Ofcom notes that its data only covers complaints that consumers have chosen to report, which means it excludes complaints that have been resolved by consumers contacting the relevant network or retailer.