Support unreachable
Customers report being unable to reach a human at all — calls, chats and emails going unanswered.
29,212complaints of this kind in the census
1,236companies affected
37%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
“Required repeated calls to customer services. Two weeks later and one issue still outstanding”
“There is nobody to speak to physically and I'm not sure what to do.”
“there should be a way to contact them online and/or a phone number.”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| On the Beach | 800 | 41% |
| TalkTalk | 419 | 34% |
| Jiffy | 414 | 25% |
| Virgin Media | 381 | 21% |
| Paylaterr | 360 | 69% |
| Percival | 347 | 66% |
| Santander | 333 | 31% |
| Wise | 286 | 16% |
| EE | 282 | 14% |
| Wowcher | 268 | 32% |
| SumUp | 261 | 28% |
| BT | 260 | 16% |
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.