Telecoms complaints at record low as Sky and Tesco outperform rivals

Complaints about broadband, landline, mobile and pay-tv services have declined since the last quarter, and are at their lowest levels since the start of this data being collected in 2010, according to the latest data from Ofcom.

While Talktalk has also improved recently, it still generated the most complaints for landline and broadband services. Virgin Mobile generated the most complaints for pay-monthly mobile services, and Virgin Media for pay television.

At the other end of the scale, Sky and Tesco Mobile continue to perform well compared with industry averages, and there have been significant improvements from BT and its other brands – EE and Plusnet.

Jane Rumble, Ofcom’s director of consumer policy, said: “Although we’re encouraged that complaints are at their lowest levels since we started shining a light on this, some telecoms and TV companies are still falling short. We expect those providers to up their game and deliver better service to all their customers.”

Tesco generated just one complaint per 100,000 customers, compared to 11 at Virgin Media. Vodafone was the second most-complained about mobile brand with nine complaints per 100,000 customers.

A spokeswoman from Tesco Mobile said: “We’re delighted to once again be named by Ofcom as the least complained about UK mobile network; marking over four years of this recognition. We remain committed to being the customer champion and will continue to offer our customers the very best service.”

Sky generated just one complaint per 100,000 customers for its pay-tv services.