Missed appointments
An engineer, installer or delivery slot was missed or repeatedly cancelled.
1,890complaints of this kind in the census
205companies affected
38%graded severe
Where to escalate
- Energy Ombudsman — For gas and electricity suppliers, once the supplier has had 8 weeks or issued a deadlock letter.
- Ofcom-approved ADR (Communications Ombudsman or CISAS) — For broadband, mobile, landline and pay-TV, after 8 weeks or a deadlock letter.
- Citizens Advice consumer service — Free first-line advice on consumer disputes in England, Wales and Scotland.
What people actually describe
“Delivery day - delivery is attempted to the wrong address before tracking info is shared”
“Engineer was supposed to arrive by 21.20. He arrived almost an hour late.”
“transport had been cancelled”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| BOXT | 231 | 33% |
| HomeServe UK | 208 | 25% |
| British Gas | 105 | 10% |
| The AA Breakdown Cover | 96 | 14% |
| Emedgroup | 66 | 68% |
| Utilita | 58 | 9% |
| EDF UK | 53 | 8% |
| Octopus Energy | 53 | 7% |
| Homeshield Scotland Ltd | 23 | 12% |
| RED Driving School | 19 | 25% |
| Solar Panel Funding | 19 | 14% |
| Slomin's Inc. | 16 | 23% |
Counts depend on how many of each company’s reviews are in the census, so this ranks what we have read, not the whole market. See the full ranking.