O2 is the most complained about mobile network, according to Ofcom’s latest report
Ofcom has just released its latest complaints data for July to September last year (Q3 2023), revealing O2 to be the most complained about mobile network during this period.
O2 received a staggering 6 complaints per 100,000 customers, more than any other network. 31% of complaints received were related to how O2 handled customer complaints, followed by faults and service at 29%, and billing and pricing at 18%.
This is approximately a 20% increase in complaints from the previous reported quarter (Q2 2023), where O2 received 5 complaints per 100,000 customers.
BT came in second to last place, with 5 complaints per 100,000 customers. Ofcom reported that the majority of complaints for BT were related to changing providers. While not explicitly stated, this is likely due to BT's ongoing transition of mobile plans to EE, in line with their strategy to position BT as a business-oriented brand and EE as the consumer-focused counterpart.
Sky, EE and Vodafone received the fewest complaints. Sky and EE both received only 2 complaints per 100,000 customers, with Vodafone at 3 complaints per 100,000 customers.
| Q3 2023 | Q2 2023 | Change | |
|---|---|---|---|
| Sky | 2 | 2 | - |
| EE | 2 | 2 | - |
| Vodafone | 3 | 3 | - |
| Tesco Mobile | 3 | 3 | - |
| iD Mobile | 4 | 4 | - |
| Three | 4 | 4 | - |
| BT Mobile | 5 | 8 | -3 |
| O2 | 6 | 5 | +1 |
It should be noted that the data only accounts for complaints reported directly to Ofcom. It does not account for complaints sent using ADR schemes, such as Communication & Internet Services Adjudication Scheme (CISAS) and Communications Ombudsman, or for complaints sent directly to providers.
In addition, Ofcom does not directly handle or respond to complaints. Ofcom states they compile complaints data to get a better understanding of why customers are dissatisfied, and to decide on future policies as the UK’s telecommunications regulator.
The absence of MVNOs in the report, such as SMARTY and Lebara, is not because they do not receive complaints. Rather, it’s due to their market share being below 1.5%. Ofcom states any data below this is statistically unreliable, as the sample size is too small.
Overall satisfaction with mobile networks showed a minor decline from 91% to 87% compared to the previous quarter. Nonetheless, Ofcom considers this variation to be negligible, with basically unchanged levels of satisfaction.