Press release:

Disappointing to see Plusnet top Ofcom’s complaint data

Commenting on Ofcom’s latest quarterly complaints data, Dani Warner, broadband expert at uSwitch.com, says: “It’s disappointing to once again see Plusnet as the most complained about provider for landline and broadband, despite the volume of complaints falling since the end of last year.

“Overall, however, the bigger picture presents a better story, with fewer complaints about both mobile and broadband providers across the board.

“In a competitive marketplace where consumers are spoilt for choice by a wide range of comparable and high-quality offerings, customer service is a crucial battleground for providers to attract and retain users. But for many companies, customer service still does not meet the standards that consumers deserve and expect.

“On the mobiles side, Tesco Mobile generated the lowest volume of customer complaints per 100,000 people, with Virgin and Vodafone receiving the most.

“Meanwhile in pay TV, TalkTalk was the most complained about service, with consumer grievances doubling from the end of last year.

“You shouldn’t be reluctant to complain to your provider if you have a problem or aren’t happy with the service you are paying for. If you remain dissatisfied, don’t forget you can take your complaint to the appropriate ombudsman services, who will review your case free of charge.

“If you’ve had enough of the poor service you’re paying for and you’re out of contract, it’s easy to move to a service that better suits your needs. Ofcom’s new text-to-switch service makes changing your mobile provider easier than ever.”

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