Complaints Data: Q2 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 | 18% | 12% | 35% | 36% |
| EE Limited | 16% | 12% | 40% | 31% |
| Hutchinson 3G UK Limited | 23% | 41% | 17% | 19% |
| O2 | 40% | 40% | 12% | 8% |
| Plusnet PLC | 14% | 3% | 43% | 39% |
| Sky | 13% | 71% | 10% | 6% |
| Talk Talk PLC | 8% | 77% | 5% | 10% |
| Virgin Media (TAG) | 100% | 0% | 0% | 0% |
| Virgin Media (CISAS) | 46% | 28% | 21% | 5% |
| Vodafone | 30% | 44% | 3% | 22% |
Issue Breakdowns
Issue Breakdowns
Broadband Case Categories (%)
| Provider | Billing | Contract Issues | Customer Service | Equipment | Mis-selling | Other & Service | Security |
|---|---|---|---|---|---|---|---|
| BT PLC | 28% | 11% | 12% | 17% | 7% | 22% | 2% |
| EE Limited | 23% | 10% | 10% | 20% | 12% | 23% | 1% |
| Hutchinson 3G UK Limited | 29% | 29% | 5% | 11% | 11% | 14% | 2% |
| O2 | 20% | 32% | 4% | 4% | 24% | 16% | 0% |
| Plusnet PLC | 25% | 6% | 16% | 23% | 3% | 28% | 0% |
| Sky | 22% | 17% | 20% | 7% | 12% | 21% | 0% |
| Talk Talk PLC | 18% | 33% | 19% | 4% | 3% | 23% | 1% |
| Virgin Media | 36% | 24% | 13% | 2% | 7% | 17% | 1% |
| Vodafone | 23% | 16% | 17% | 5% | 10% | 28% | 0% |
Landline Case Outcomes (%)
Issue Breakdowns
Issue Breakdowns
Landline Case Outcomes (%)
| Provider | Upheld | Settled | Not Upheld | Maintained |
|---|---|---|---|---|
| BT PLC | 23% | 11% | 32% | 34% |
| EE Limited | 17% | 14% | 29% | 41% |
| O2 | 29% | 29% | 14% | 29% |
| Plusnet PLC | 25% | 0% | 25% | 50% |
| Sky | 13% | 72% | 8% | 7% |
| TalkTalk PLC | 7% | 72% | 8% | 13% |
| Virgin Media | 42% | 23% | 26% | 9% |
| Vodafone | 32% | 47% | 3% | 18% |
Issue Breakdown
Issue Breakdown
Landline Case Categories (%)
| Provider | Billing | Contract Issues | Customer Service | Equipment | Mis-selling | Other & Service | Security |
|---|---|---|---|---|---|---|---|
| BT PLC | 23% | 10% | 14% | 19% | 6% | 27% | 2% |
| EE Limited | 16% | 7% | 14% | 19% | 9% | 35% | 0% |
| O2 | 29% | 14% | 14% | 0% | 29% | 14% | 0% |
| Plusnet PLC | 10% | 40% | 10% | 10% | 10% | 20% | 0% |
| Sky | 23% | 18% | 18% | 3% | 11% | 27% | 0% |
| TalkTalk PLC | 15% | 27% | 24% | 8% | 1% | 21% | 3% |
| Virgin Media (CISAS) | 39% | 28% | 12% | 3% | 8% | 11% | 1% |
| Vodafone | 12% | 21% | 12% | 12% | 6% | 38% | 0% |
Mobile Case Outcomes (%)
Issue Breakdown
Issue Breakdown
Mobile Case Outcomes
| Provider | Upheld | Settled | Not Upheld | Maintained |
|---|---|---|---|---|
| BT PLC | 38% | 0% | 23% | 38% |
| EE Limited | 11% | 8% | 55% | 26% |
| Hutchison 3G UK Limited | 28% | 26% | 28% | 18% |
| O2 | 38% | 46% | 8% | 8% |
| Sky | 15% | 70% | 9% | 6% |
| Talk Talk PLC | 0% | 100% | 0% | 0% |
| Tesco | 36% | 26% | 8% | 30% |
| Virgin Media | 43% | 17% | 30% | 10% |
| Vodafone | 20% | 41% | 16% | 23% |
Issue Breakdown
Issue Breakdown
Mobile Case Categories
| Provider | Billing | Contract Issues | Customer Service | Equipment | Mis-selling | Other & Service | Security |
|---|---|---|---|---|---|---|---|
| BT PLC | 58% | 8% | 8% | 0% | 0% | 17% | 8% |
| EE Limited | 40% | 13% | 12% | 5% | 8% | 16% | 6% |
| Hutchison 3G UK Limited | 38% | 15% | 13% | 6% | 6% | 13% | 9% |
| O2 | 31% | 17% | 20% | 6% | 6% | 16% | 3% |
| Sky | 28% | 15% | 16% | 18% | 12% | 11% | 1% |
| Talk Talk PLC | 50% | 0% | 0% | 0% | 0% | 50% | 0% |
| Tesco | 13% | 12% | 18% | 8% | 3% | 38% | 8% |
| Virgin Media | 33% | 37% | 10% | 0% | 17% | 3% | 0% |
| Vodafone | 34% | 26% | 14% | 4% | 7% | 14% | 3% |
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