TalkTalk tops tables for Ofcom tiffs but overall complaints fall

Marion Dakers
TALKTALK has kept its title as the most complained-about communications firm for the sixth consecutive quarter, watchdog Ofcom revealed yesterday, though the number of customer grievances with the industry overall is falling.

TalkTalk, whose customer base fell three per cent to 4.05m in the last quarter, yesterday conceded “there is still work to do” after it had the highest complaints rate for landline telephone and broadband services in the three months to the end of June.

The firm’s landline business received 0.53 complaints to Ofcom per 1,000 customers in the quarter, more than double the industry average of 0.23. Virgin Media, the best performer, posted a rate of 0.14.

And TalkTalk’s broadband offerings got 0.42 complaints per 1,000 users, compared to the industry average of 0.24 and best performer Sky’s rate of 0.1.

But overall complaints across both services have broadly fallen since Ofcom started releasing data in 2010.

TalkTalk said in a statement that it received 35 per cent fewer landline complaints compared with the same quarter last year, while broadband complaints fell 28 per cent.

For mobile phones, Three UK retains its title as the most complained-about network, with a rate of 0.19 issues per 1,000 customers. Most were sparked by disputes over charges and customer service, according to Ofcom. O2, meanwhile, stays top of the table with a complaints rate of just 0.05.