Support unhelpful
Support responds but never resolves: scripted replies, being passed between agents, cases closed without a fix.
36,338complaints of this kind in the census
1,205companies affected
34%graded severe
Where to escalate
- Citizens Advice consumer service — Free first-line advice on consumer disputes in England, Wales and Scotland.
- Financial Ombudsman Service — Free and independent for banking, insurance, credit and payments — after you have complained to the firm and waited up to 8 weeks.
- Energy Ombudsman — For gas and electricity suppliers, once the supplier has had 8 weeks or issued a deadlock letter.
What people actually describe
“I got a email saying my order was delivered but I still haven't received my order”
“Very slow to correct problems, constantly told possibly 1 to 2 weeks.”
“I have sent numerous emails and complaints to the customer service team but there has been no solution.”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| EE | 603 | 43% |
| Virgin Media | 518 | 43% |
| Sky | 511 | 60% |
| British Gas | 511 | 48% |
| Tesco Mobile UK | 440 | 40% |
| Vodafone UK | 405 | 52% |
| BT | 405 | 42% |
| TalkTalk | 404 | 50% |
| AliExpress | 382 | 34% |
| Three UK | 368 | 45% |
| Wise | 346 | 31% |
| Hostinger | 340 | 48% |
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.