Accessibility & Translation
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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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