Complaints Data: Q1 2026
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Definitions:
- Upheld = The complaint was justified and action was needed.
- Not upheld = The provider had not made an error and/or had treated the complainant fairly. There was no basis for the complaint and no remedy or award was required.
- Settled = When we notified the communications provider of the complaint, it offered a resolution, and the consumer accepted the offer.
- Maintained = Something went wrong, but the supplier made a fair offer to resolve the complaint before it was brought to us.
Broadband Case Outcomes (%)
Issue Breakdowns
Issue Breakdowns
Broadband Case Outcomes (%)
| Provider | Upheld | Settled | Not Upheld | Maintained |
|---|---|---|---|---|
| BT PLC | 22% | 13% | 32% | 33% |
| EE Limited | 19% | 14% | 39% | 29% |
| Hutchinson 3G UK Limited | 23% | 44% | 20% | 14% |
| Plusnet PLC | 21% | 8% | 40% | 31% |
| Sky | 12% | 73% | 8% | 6% |
| Talk Talk PLC | 8% | 75% | 6% | 11% |
| Telefonica UK Limited (CISAS) | 50% | 0% | 50% | 0% |
| Virgin Media (TAG) | 64% | 6% | 15% | 14% |
| Virgin Media (CISAS) | 26% | 51% | 19% | 5% |
| Vodafone | 21% | 50% | 14% | 14% |
Issue Breakdowns
Issue Breakdowns
Broadband Case Categories (%)
| Provider | Billing | Contract Issues | Customer Service | Equipment | Mis-selling | Other & Service | Security |
|---|---|---|---|---|---|---|---|
| BT PLC | 27% | 11% | 12% | 15% | 9% | 24% | 2% |
| EE Limited | 23% | 14% | 10% | 19% | 12% | 22% | 0% |
| Hutchinson 3G UK Limited | 37% | 17% | 10% | 4% | 10% | 20% | 1% |
| Plusnet PLC | 14% | 11% | 15% | 24% | 10% | 26% | 0% |
| Sky | 23% | 18% | 20% | 10% | 11% | 19% | 0% |
| Talk Talk PLC | 21% | 24% | 18% | 4% | 6% | 38% | 0% |
| Telefonica UK Limited (CISAS) | 0% | 0% | 0% | 50% | 50% | 0% | 0% |
| Virgin Media (CISAS) | 43% | 20% | 12% | 2% | 9% | 12% | 1% |
| Virgin Media (TAG) | 25% | 31% | 13% | 13% | 6% | 9% | 3% |
| Vodafone | 30% | 19% | 14% | 6% | 4% | 26% | 1% |
Landline Case Outcomes (%)
Issue Breakdowns
Issue Breakdowns
Landline Case Outcomes (%)
| Provider | Upheld | Settled | Not Upheld | Maintained |
|---|---|---|---|---|
| BT PLC | 19% | 16% | 31% | 33% |
| EE Limited | 16% | 12% | 37% | 35% |
| Plusnet PLC | 0% | 10% | 45% | 45% |
| Sky | 14% | 69% | 9% | 7% |
| TalkTalk PLC | 9% | 74% | 6% | 11% |
| Telefonica UK LImited (CISAS) | 67% | 0% | 33% | 0% |
| Tesco | 0% | 0% | 0% | 0% |
| Virgin Madia (CISAS) | 65% | 4% | 16% | 14% |
| Virgin Madia (TAG) | 35% | 39% | 24% | 1% |
| Vodafone | 29% | 46% | 14% | 10% |
Issue Breakdown
Issue Breakdown
Landline Case Categories (%)
| Provider | Billing | Contract Issues | Customer Service | Equipment | Mis-selling | Other & Service | Security |
|---|---|---|---|---|---|---|---|
| BT PLC | 21% | 10% | 11% | 14% | 8% | 36% | 1% |
| EE Limited | 19% | 11% | 19% | 11% | 11% | 28% | 2% |
| Plusnet PLC | 28% | 6% | 28% | 11% | 0% | 22% | 6% |
| Sky | 22% | 17% | 19% | 10% | 11% | 21% | 0% |
| TalkTalk PLC | 25% | 21% | 24% | 3% | 1% | 26% | 0% |
| Telefonica UK Limited (CISAS) | 0% | 33% | 33% | 0% | 33% | 0% | 0% |
| Virgin Media (CSIAS) | 48% | 28% | 13% | 0% | 7% | 4% | 0% |
| Virgin Media (TAG) | 40% | 30% | 20% | 10% | 0% | 0% | 0% |
| Vodafone | 21% | 21% | 7% | 7% | 4% | 39% | 0% |
Mobile Case Outcomes (%)
Issue Breakdown
Issue Breakdown
Mobile Case Outcomes
| Provider | Upheld | Settled | Not Upheld | Maintained |
|---|---|---|---|---|
| BT PLC | 0% | 20% | 60% | 20% |
| EE Limited | 11% | 8% | 56% | 24% |
| Hutchison 3G UK Limited | 23% | 30% | 30% | 16% |
| Sky | 11% | 72% | 10% | 7% |
| Talk Talk PLC | 17% | 83% | 0% | 0% |
| Telefonica UK Limited | 60% | 15% | 9% | 15% |
| Telefonica UK Limited (TAG) | 33% | 47% | 13% | 5% |
| Tesco | 41% | 29% | 10% | 20% |
| Virgin Media (CISAS) | 50% | 40% | 10% | 0% |
| Vodafone | 25% | 32% | 24% | 18% |
Issue Breakdown
Issue Breakdown
Mobile Case Categories
| Provider | Billing | Contract Issues | Customer Service | Equipment | Mis-selling | Other & Service | Security |
|---|---|---|---|---|---|---|---|
| BT PLC | 75% | 25% | 0% | 0% | 0% | 0% | 0% |
| EE Limited | 42% | 13% | 10% | 4% | 11% | 12% | 7% |
| Hutchison 3G UK Limited | 43% | 13% | 10% | 6% | 8% | 14% | 7% |
| Sky | 20% | 23% | 18% | 20% | 9% | 8% | 2% |
| Talk Talk PLC | 50% | 33% | 17% | 0% | 0% | 0% | 0% |
| Telefonica UK Limited (CISAS) | 36% | 19% | 23% | 5% | 5% | 11% | 1% |
| Telefonica UK Limited (TAG) | 20% | 8% | 22% | 8% | 5% | 33% | 4% |
| Tesco | 20% | 8% | 22% | 8% | 5% | 33% | 4% |
| Virgin Media (CISAS) | 30% | 60% | 0% | 0% | 10% | 0% | 0% |
| Vodafone | 36% | 20% | 16% | 3% | 10% | 13% | 2% |
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