For the three-month period from April to June, BT received 16 complaints per 100,000 customers – compared to seven for TalkTalk, five for Virgin Media and just one per 100,000 for Sky, which had the least complaints.
Ofcom said that the main drivers of BT’s complaints related to issues around billing, pricing and charges; issues around fault, service, or provision; and complaints handling.
The total volume of complaints for UK broadband, landline, mobile and pay TV operators fell from Q1 2016, except for the pay TV sector where complaint levels remained stable, according to the research.
“We expect providers to make customer service and complaints handling top priorities. While complaints have gone down, providers must work harder to better serve their customers,” said Lindsey Fussell, director of Ofcom’s consumer group.
“Consumers have a right to expect good service and will rightfully complain when that standard isn’t met. If companies do fall short, we will step in and investigate, which can lead to significant fines.”
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