Complaints Data: Q4 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.
Broadband Case Outcomes (%)
Issue Breakdowns
Broadband Case Outcomes (%)
| Provider | Upheld | Settled | Not Upheld |
|---|---|---|---|
| BT PLC | 55% | 10% | 35% |
| EE Limited | 55% | 10% | 34% |
| Hutchinson 3G UK Limited | 39% | 54% | 6% |
| Plusnet PLC | 63% | 9% | 28% |
| Sky | 20% | 70% | 9% |
| TalkTalk | 18% | 76% | 6% |
| Virgin Media | 71% | 15% | 14% |
| Vodafone | 37% | 47% | 15% |
Issue Breakdowns
Broadband Case Categories (%)
| Provider | Billing | Contract Issues | Customer Service | Equipment | Mis-selling | Other & Service | Security |
|---|---|---|---|---|---|---|---|
| BT PLC | 21% | 13% | 13% | 14% | 9% | 29% | 1% |
| EE Limited | 18% | 9% | 14% | 21% | 12% | 25% | 2% |
| Hutchinson 3G UK Limited | 32% | 18% | 10% | 6% | 10% | 24% | 1% |
| Plusnet PLC | 15% | 8% | 14% | 18% | 3% | 43% | 0% |
| Sky | 25% | 18% | 17% | 7% | 12% | 21% | 0% |
| TalkTalk | 27% | 25% | 19% | 3% | 3% | 23% | 0% |
| Tesco | 0% | 0% | 0% | 0% | 0% | 100% | 0% |
| Virgin Media | 33% | 14% | 15% | 10% | 3% | 24% | 1% |
| Vodafone | 24% | 19% | 17% | 3% | 13% | 24% | 1% |
Landline Case Outcomes (%)
Issue Breakdowns
Landline Case Outcomes (%)
| Provider | Upheld | Settled | Not Upheld |
|---|---|---|---|
| BT PLC | 59% | 16% | 25% |
| EE Limited | 55% | 12% | 34% |
| Plusnet PLC | 53% | 18% | 29% |
| Sky | 24% | 64% | 12% |
| TalkTalk PLC | 28% | 65% | 6% |
| Tesco | 100% | 0% | 0% |
| Virgin Media | 74% | 9% | 17% |
| Vodafone | 41% | 43% | 16% |
Issue Breakdown
Landline Case Categories (%)
| Provider | Billing | Contract Issues | Customer Service | Equipment | Mis-selling | Other & Service | Security |
|---|---|---|---|---|---|---|---|
| BT PLC | 22% | 15% | 12% | 13% | 8% | 29% | 1% |
| EE Limited | 22% | 10% | 18% | 10% | 7% | 32% | 0% |
| Plusnet PLC | 47% | 0% | 12% | 6% | 0% | 35% | 0% |
| Sky | 30% | 18% | 12% | 6% | 12% | 21% | 1% |
| TalkTalk PLC | 25% | 22% | 20% | 5% | 3% | 26% | 0% |
| Virgin Media | 37% | 19% | 16% | 4% | 5% | 17% | 3% |
| Vodafone | 19% | 19% | 19% | 8% | 11% | 24% | 0% |
Mobile Case Outcomes (%)
Issue Breakdown
Mobile Case Outcomes
| Provider | Upheld | Settled | Not Upheld |
|---|---|---|---|
| BT PLC | 67% | 0% | 33% |
| EE Limited | 34% | 8% | 58% |
| Hutchison 3G UK Limited | 45% | 23% | 31% |
| Sky | 21% | 63% | 16% |
| Talk Talk PLC | 25% | 75% | 0% |
| Telefonica UK Limited | 60% | 34% | 6% |
| Tesco | 63% | 31% | 7% |
| Vodafone | 38% | 35% | 27% |
Issue Breakdown
Mobile Case Categories
| Provider | Billing | Contract Issues | Customer Service | Equipment | Mis-selling | Other & Service | Security |
|---|---|---|---|---|---|---|---|
| BT PLC | 43% | 14% | 29% | 0% | 0% | 14% | 0% |
| EE Limited | 41% | 12% | 13% | 5% | 11% | 14% | 5% |
| Hutchison 3G UK Limited | 41% | 15% | 10% | 3% | 9% | 15% | 8% |
| Sky | 23% | 14% | 20% | 19% | 7% | 15% | 3% |
| Talk Talk PLC | 50% | 25% | 25% | 0% | 0% | 0% | 0% |
| Telefonica UK Limited | 34% | 13% | 14% | 4% | 4% | 20% | 10% |
| Tesco | 25% | 11% | 25% | 4% | 5% | 22% | 8% |
| Vodafone | 26% | 22% | 18% | 4% | 10% | 18% | 3% |
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