Ofcom outs 3 as the most complained about mobile network
Ofcom has revealed which mobile phone operators are the most complained about, with 3 receiving the highest proportion.
Between October 2010 and February 2011, Ofcom received 0.15 complaints per 1,000 customers on the 3 network with T-Mobile receiving the next highest proportion of 0.13.
On average, Ofcom said it received 450 telecoms complaints a day about a range of issues, including misselling, billing problems and poor customer service.
O2 received the lowest proportion of complaints with a rate of 0.04, while Vodafone and Orange received rates of 0.09 and 0.10 respectively.
Which? mobile expert Ceri Stanaway says: ‘These complaint stats may sound tiny as a proportion of a company’s customers overall – but it’s worth acknowledging that most people will only resort to taking their complaints to the regulator after attempts to resolve problems directly with operators have failed.
‘We all accept that mistakes happen and most mobile customers are tolerant when they do, as long as issues are dealt with quickly, politely and effectively. Mobile operators who adopt this approach in their complaint resolution services are less likely to find their customers feeling the need to complain to Ofcom.’
Ofcom’s data only includes mobile operators with a market share of 5 per cent or more – 3, O2, Orange, T-Mobile and Vodafone.
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