Support unreachable
Customers report being unable to reach a human at all — calls, chats and emails going unanswered.
20,826complaints of this kind in the census
1,105companies affected
36%graded severe
Where to escalate
- Citizens Advice consumer service — Free first-line advice on consumer disputes in England, Wales and Scotland.
- 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.
What people actually describe
“Private transfer failed to turn up to take us back to the airport”
“You can't contact with them only AI chat where you have limited topic”
“They take the issues and just ignore Paid next day Never arrived”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| On the Beach | 537 | 38% |
| Paylaterr | 297 | 72% |
| Percival | 260 | 66% |
| Virgin Media | 248 | 21% |
| Joseph Joseph | 224 | 53% |
| Calibrate | 222 | 80% |
| SumUp | 203 | 27% |
| Jiffy | 189 | 20% |
| TalkTalk | 189 | 23% |
| Wise | 187 | 17% |
| Rise Works | 182 | 47% |
| EE | 178 | 13% |
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.