Complaints Data: Q3 2025
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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.
Issue Breakdowns
Broadband Case Outcomes (%)
Issue Breakdowns - Broadband Case Outcomes (%)
| Provider | Upheld | Settled | Not Upheld |
|---|---|---|---|
| BT PLC | 62% | 5% | 33% |
| EE Limited | 63% | 6% | 31% |
| Hutchinson 3G UK Limited | 47% | 38% | 15% |
| Plusnet PLC | 55% | 14% | 31% |
| Sky | 11% | 80% | 9% |
| TalkTalk | 14% | 80% | 6% |
| Tesco | 50% | 0% | 50% |
| Virgin Media | 65% | 18% | 17% |
| Vodafone | 33% | 59% | 9% |
Issue Breakdown - Broadband Case Categories (%)
| Provider | Billing | Contract Issues | Customer Service | Equipment | Mis-selling | Other & Service | Security |
|---|---|---|---|---|---|---|---|
| BT PLC | 27% | 10% | 11% | 19% | 6% | 27% | 1% |
| EE Limited | 17% | 6% | 15% | 24% | 10% | 27% | 1% |
| Hutchinson 3G UK Limited | 26% | 19% | 15% | 3% | 12% | 22% | 3% |
| Plusnet PLC | 18% | 5% | 4% | 20% | 5% | 47% | 0% |
| Sky | 23% | 18% | 19% | 7% | 10% | 24% | 0% |
| TalkTalk | 27% | 20% | 20% | 5% | 5% | 22% | 0% |
| Tesco | 0% | 0% | 0% | 0% | 0% | 100% | 0% |
| Virgin Media | 28% | 14% | 14% | 10% | 5% | 29% | 1% |
| Vodafone | 31% | 19% | 11% | 9% | 9% | 22% | 0% |
Issue Breakdowns
Landline Case Outcomes (%)
Issue Breakdown Landline Case Outcomes (%)
| Provider | Upheld | Settled | Not Upheld |
|---|---|---|---|
| BT PLC | 64% | 7% | 30% |
| EE Limited | 73% | 7% | 20% |
| Plusnet PLC | 79% | 0% | 21% |
| Sky | 16% | 76% | 9% |
| TalkTalk | 15% | 80% | 5% |
| Virgin Media | 67% | 12% | 21% |
| Vodafone | 31% | 62% | 8% |
Issue Breakdown Landline Case Categories (%)
| Provider | Billing | Contract Issues | Customer Service | Equipment | Mis-selling | Other & service | Security |
|---|---|---|---|---|---|---|---|
| BT PLC | 23% | 11% | 16% | 15% | 8% | 26% | 0% |
| EE Limited | 24% | 9% | 19% | 18% | 12% | 18% | 0% |
| Plusnet PLC | 19% | 0% | 19% | 31% | 0% | 31% | 0% |
| Sky | 25% | 19% | 19% | 4% | 11% | 21% | 1% |
| TalkTalk | 26% | 19% | 23% | 3% | 7% | 22% | 1% |
| Virgin Media | 37% | 18% | 13% | 2% | 6% | 22% | 1% |
| Vodafone | 27% | 12% | 15% | 19% | 4% | 23% | 0% |
Issue Breakdowns
Mobile Case Outcomes (%)
Issue Breakdown - Mobile Case Outcomes (%)
| Provider | Upheld | Settled | Not Upheld |
|---|---|---|---|
| BT PLC | 50% | 0% | 50% |
| EE Limited | 41% | 3% | 56% |
| Hutchinson 3G UK Limited | 50% | 26% | 24% |
| Sky | 24% | 61% | 15% |
| TalkTalk | 0% | 86% | 14% |
| Telefonica UK Limited | 57% | 36% | 6% |
| Tesco | 56% | 35% | 9% |
| Vodafone | 47% | 32% | 22% |
Issue Breakdown - Categories (%)
| Provider | Billing | Contract Issues | Customer Service | Equipment | Mis-selling | Other & Service | Security |
|---|---|---|---|---|---|---|---|
| BT PLC | 57% | 14% | 14% | 14% | 0% | 0% | 0% |
| EE Limited | 41% | 11% | 13% | 6% | 10% | 14% | 5% |
| Hutchinson 3G UK Limited | 32% | 16% | 10% | 6% | 7% | 22% | 8% |
| Sky | 22% | 15% | 15% | 18% | 13% | 16% | 1% |
| TalkTalk | 43% | 0% | 29% | 0% | 0% | 29% | 0% |
| Telefonica UK Limited | 38% | 13% | 13% | 4% | 6% | 19% | 7% |
| Tesco | 19% | 10% | 17% | 8% | 6% | 27% | 14% |
| Vodafone | 33% | 16% | 12% | 13% | 9% | 16% | 2% |
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