Are you paying for Britain’s most complained-about broadband? Check the full list of best and worst providers

THE best and worst broadband providers for complaints have been revealed by the watchdog. Ofcom regularly provides data on providers receive the most complaints from customers – see where yours ranked below… TalkTalk attracted the most complaints from customers between January and March this year for its broadband service TalkTalk attracted the most complaints from customers between January and March this year for its broadband service. It had 10 complaints per 100,000 customers – more than double the amount of the least complained-about provider. Sign up for the Money newsletter Thank you! Virgin Media followed closely behind with eight complaints per 100,000 customers, while EE and Virgin Media both had six and Sky had five. The provider with the least complaints was Plusnet, with just four per 100,000 people. Overall, Ofcom said the number of complaints it has received about the UK’s major broadband providers have fallen to their lowest ever levels. Cristina Luna-Esteban, Ofcom’s director of consumers and retail markets, said: “It’s encouraging to see broadband complaints falling to their lowest levels since our records began, companies must not be complacent and we expect them to continually strive to improve their services and deliver a great customer experience. “We’d encourage any customers who aren’t satisfied with their current provider to vote with their feet.” For mobile phone coverage, Sky Mobile had the most complaints For mobile phone coverage, Sky Mobile had the most complaints – although most providers were fairly similar. Most read in Money The provider had four complaints per 100,000 customers – iD Mobile and O2 all followed closely behind with three. Sky’s mobile customers mainly complained about the process of trying to change provider. EE, Giffgaff and Vodafone were the least complained-about with just one complaint per 100,000. Plusnet and TalkTalk were the most complained-about When it came to landline providers, Plusnet and TalkTalk were the most complained-about with seven and six complaints respectively each per 100,000 customers. BT and Now Broadband came close behind with four complaints – but on the other end of the scale, Vodafone had only two complaints per 100,000. Ofcom also looked at Pay-TV providers and found EE had the most complaints at four per 100,000. Meanwhile TalkTalk had just two. Ofcom also looked at Pay-TV providers and found EE had the most complaints at four per 100,000 The Sun has contacted all of the providers mentioned in this article for comment. TalkTalk said it was transforming its customer service to help identify and resolve the causes of complaints more effectively. A spokesperson said: “While we’re naturally disappointed by these results, we continue to invest to deliver a better way to Wi-Fi for all our customers, and know that this is starting to benefit customers, which we expect to see reflected in future quarters.” A spokesperson for BT’s Consumer division said it remained focused on consistently providing excellent customer service. They added: “Each year we invest millions of pounds into new technology and training to enable our guides to offer the best possible customer experience.” Kate Dohaney, chief executive of Giffgaff, said: “We’re proud to be ranked top of the list of the fewest complaints in the latest Ofcom report. “It’s a reflection of the care and commitment of our teams, and the quality service we believe our four million-plus members should receive to enable them to get on with what matters.” Tesco Mobile also welcomed its position among the mobile networks attracting the fewest complaints. Utility Warehouse welcomed the overall fall in complaints and said it was proud to have maintained consistently low complaint levels for its landline service. How do I complain about my service? If you’re unhappy with the service you’ve received, you’ll first need to contact your provider’s customer services department and explain the problem. If this doesn’t resolve the issue, you can make a formal complaint to the company. Details of how to do this will be on the back of your bill and on the company’s website. Depending on your complaint type, you’ll be able to contact its team by web chat, telephone or by post. You’ll need to let the company know what has happened and what you want it to do to put things right. If a formal complaint gets you nowhere, after eight weeks you can ask for a “deadlock letter” and take your dispute to the appropriate Alternative Dispute Resolution (ADR) scheme. ADR schemes are free to use and will act as an independent middleman between yourself and the service provider when an initial complaint cannot be resolved. There are two ADR schemes in the UK – Communications Ombudsman and CISAS. Your provider is required to be a member of one of these and you can find out which one your provider is covered by visiting ofcom.org.uk/phones-and-broadband/service-quality/adr-schemes. Before you can submit your complaint to it, you must have logged a formal complaint with your provider and worked with the firm to resolve it. You must also have received a so-called deadlock letter, where the provider refers your complaint to the appropriate ADR. You can also complain if you haven’t had a satisfactory solution to your problem within eight weeks. To make a complaint fill in the ADR scheme claims form on its website – or write a letter if you’d prefer. The ADR scheme then bases its decision on the evidence you and the company submit. If you choose to accept its decision, your supplier will then have 28 days to comply. But if an individual chooses not to accept the ADR’s final decision, they lose the right to the resolution offer. Comment now