According to the regulator Ofcom, the TalkTalk, a telecoms provider of landline and broadband services in UK, has received most complaints for the period between October 2010 and February 2011. Its landline service received 1.78 complaints for every 1,000 customers, while its broadband service had 1.27 complaints per 1,000 customers. To compare, the provider with the happiest customers was O2, with just 0.04 complaints per 1,000.
TalkTalk, the UK’s third biggest internet service provider after BT and Virgin Media, had experienced increasing customer service problems after taking over Tiscali in 2009. The range of complaints were about the
- incorrect billing of customers for cancelled services (for which £2.5m in compensation was paid to 62,500 people)
- billing errors
- lack of service
- customer service problems
Ofcom, a regulator explains that consumers should have access to information to allow them to make right choices over the service providers and also such reports and revelations provider an incentive to improve their customer service.