TalkTalk and Three most complained about telecoms providers

TalkTalk and Three are the most complained about telecoms providers based on complaints received by Ofcom between October 2010 and February 2011.

The regulator said in the Telecoms Complaints report that it received an average of 450 telecoms complaints each day during the period, including mis-selling, billing errors, general lack of service and customer service problems.

TalkTalk was the most complained about fixed line provider, averaging 1.78 complaints per 1,000 customers. The firm saw a peak in complaints in November 2010 following an investigation by Ofcom into incorrect billing and cancellation practices.

BSkyB was the second most complained about fixed line provider with a score of 0.41, and BT came in third with 0.37. Virgin Media received the least complaints, just 0.21 per 1,000 users reporting dissatisfaction with the firm's performance.

TalkTalk was also the most complained about broadband provider. Ofcom put this down to TalkTalk's breaching telecoms regulations by charging customers for services that were not provided during November 2010.

V3.co.uk contacted TalkTalk and the firm acknowledged a rise in complaints during the period reported, but claimed that it was down to technical difficulties and that complaints are on the decrease.

"We recognise that, in the period in question, October 2010 to February 2011, not all customers received the service they deserved as we completed the complex task of moving them to our network and a new billing platform," said TalkTalk in a statement.

"We're sorry for the disruption this caused and, while it's encouraging to see the number of complaints decreasing towards the end of this period, we continue to work tirelessly to improve."

Meanwhile, Three was the most complained about mobile operator, racking up an average of 0.15 complaints per 1,000 customers during the period.

A Three spokesperson acknowledged the poor performance, but noted that smartphones account for 90 per cent of sales and that this brings increased complexity to service delivery.