Missed appointments
An engineer, installer or delivery slot was missed or repeatedly cancelled.
2,804complaints of this kind in the census
240companies affected
39%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
“Engineers didn’t arrive on the original installation day”
“The scaffolding has now been standing at our property for almost a month”
“no one turned up! Spent the whole day on hold with customer services”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| BOXT | 332 | 34% |
| HomeServe UK | 296 | 26% |
| British Gas | 207 | 13% |
| The AA Breakdown Cover | 109 | 14% |
| Bolt | 68 | 9% |
| Emedgroup | 68 | 67% |
| Octopus Energy | 67 | 7% |
| Utilita | 65 | 9% |
| EDF UK | 56 | 7% |
| Plusnet | 52 | 11% |
| Homeshield Scotland Ltd | 23 | 12% |
| RED Driving School | 22 | 24% |
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.