Three continues to receive most complaints to Ofcom


Operator again the most complained about network, as O2 maintains status as least complained provider for seventh successive quarter

Three continued to be the most complained about mobile operator to Ofcom after after the regulator received 0.19 complaints per 1,000 contract customers in Q2 2012.

The results come from Ofcom’s latest complains data for major telecoms providers for the three month period. It’s the first time the report has included data which distinguishes between complaints from contract and prepay customers.

Ofcom said the data captures the performance of operators more accurately, as contract customers are more likely to complain to Ofcom than prepay customers, with around 95 per cent of complaints received coming from contract subscribers.

The regulator said Three’s poor performance was mainly driven by disputes over charges and issues with customer service. It’s the second successive quarter Three has been the most complained about network.

O2 was the least complained about operator for the seventh successive quarter after Ofcom received 0.05 complaints per 1,000 customers.

Three, T-Mobile, Vodafone and Orange all had contract mobile complaints in excess of the industry average, which is 0.13 complaints per 1,000 customers.

However, Ofcom couldn’t provide any data relating to complaints from prepay customers as it said no provider has consistently received more than 30 complaints about these services per month.

It added it was not statistically valid to include separate data for these. but that it will continue to monitor prepay mobile complaint levels for future complaints reports.