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Thursday, September 22, 2011

Ofcom says complaint numbers from Three UK customers are rising

Ofcom has published its latest quarterly complaints data, showing the major telecoms providers that generated the most complaints between April and June 2011.

In the mobile sector, Ofcom received the most complaints about Three UK. The network - which was also top for complaints in the previous report - had 0.14 complaints per 1000 customers, an increase from the previous quarter. Ofcom says the increase in complaints seems to have been driven by customer billing and customer service issues.

Overall, mobile complaint levels are much lower than for fixed-line telephony and fixed broadband services. The Ofcom data doesn’t include complaints that have been resolved successfully by the network operators themselves.

[Executive summary; PDF document]

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Tags: research three ofcom customer service

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