Commenting on Ofcom telecoms complaints data published today, Ernest Doku, telecoms expert at Uswitch.com, says: “Ofcom’s telecoms complaints data reveals a shocking gulf in service between mobile pay-monthly providers, with Vodafone dragging its heels some way behind its rivals.
“It’s encouraging that overall telecoms complaint levels have dropped since last quarter, but such a notable increase from Vodafone’s pay-monthly customers just isn’t acceptable. The provider receives over three times as many pay-monthly complaints as the industry average.
“Vodafone needs to pull its socks up across the board if it wants to narrow the gap, as Ofcom blames a range of issues from billing errors to poor customer handling. Millions of people rely on these essential services daily and such lacklustre service can be frustrating and isolating for people.
“Tesco Mobile received the lowest volume of pay-monthly complaints compared to other providers. Following its recent win at the Uswitch Mobile Awards, where it was crowned Best Value Pay-Monthly Operator, it received praise from customers for its competitively priced tariffs and suite of mini perks.
“If you are unhappy with your telecoms provider and they don’t resolve your complaint internally, there are still options. People have a right to contact the free-to-use independent resolution scheme for their provider to get things sorted – in telecoms this will either be CISAS or Ombudsmen Services.”
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