Support unhelpful
Support responds but never resolves: scripted replies, being passed between agents, cases closed without a fix.
51,119complaints of this kind in the census
1,334companies affected
35%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
“the dispute team is a serious joke they took 2 mins and said no errors were made and you won’t get your money back”
“the confirmation number you send out is not one the hotels recognize.”
“I get different information on each on different websites from different airlines”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| Sky | 956 | 60% |
| Virgin Media | 860 | 47% |
| EE | 826 | 42% |
| British Gas | 763 | 48% |
| Tesco Mobile UK | 720 | 43% |
| BT | 658 | 41% |
| AliExpress | 603 | 35% |
| Vodafone UK | 601 | 53% |
| Wise | 573 | 33% |
| TalkTalk | 570 | 46% |
| T-Mobile | 500 | 52% |
| Three UK | 485 | 47% |
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.