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TalkTalk and Orange top Ofcom complaints list

Virgin Media and O2 keep customers happy

Ofcom has released its quarterly telecom complaints report which shows TalkTalk and Orange attracted the most complaints.

The data is split into three categories which are landline services, fixed broadband services and mobile services. TalkTalk received the most complaints for the first two and Orange got the most for the latter.

For the fourth quarter of 2011 TalkTalk received 0.78 complaints per 1,000 customers, mostly about billing and customer service. The figure is three times higher than its competitors with Virgin Media recording the lowest amount of complaints. TalkTalk has topped the complaint charts for the last 15 months.

Ofcom Complaints Landline

TalkTalk also topped the chart for complaints about fix broadband with 0.61 complaints per 1,000 customers. It has been the worst for complaints over the past 15 months. However, this category was a bit closer in terms of results with BT coming in second with 0.5 complaints per 1,000 customers.

Ofcom's data shows that Orange got the most complaints in the last quarter of 2011, overtaking Three. The firm received a massive jump in complaints, from 0.07 in the third quarter to 0.17 in the fourth quarter. Ofcom said was down to its announcement to increase monthly plan prices.

For the last 15 months O2 has been the least complained about mobile operator with an impressive 0.02 complaints per 1,000 customers.

Ofcom Complaints Mobile

Ofcom said: "Ofcom publishes complaints data for telecoms providers with a market share of over 4 per cent.  The number of complaints is published as a proportion of each provider’s customer base. This enables consumers to compare providers on a level playing field."


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