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Complaint Type Data

CISAS is required by Ofcom to publish details of the types of complaint that are referred to us by customers of communications providers which have a market share of at least 1.5%. Two communications providers which subscribe to CISAS meet this requirement, being Virgin Media and Plusnet.

Data will be displayed on this page on a quarterly basis, detailing the types of complaint that CISAS has received in each quarter for the two communications providers.

1 January – 31 March 2017 (Q1)

Complaint Type Plusnet Virgin
Billing 16% 23%
Contract issues 14% 25%
Customer service 14% 11%
Service quality 35% 18%
Equipment 0% 4%
Mis-selling 8% 12%
Security 6% 1%
Other 8% 6%

 

1 October – 31 December 2016

Complaint Type Plusnet Virgin
Billing 11% 19%
Contract issues 17% 28%
Customer service 12% 14%
Service quality 39% 19%
Equipment 4% 8%
Mis-selling 16% 7%
Security 0% 1%
Other 1% 4%

 

 

CISAS: Independence, Integrity, Impartiality
Certified
by Ofcom
Operated
by CEDR

CISAS
Centre for Effective Dispute Resolution
70 Fleet Street
London
EC4Y 1EU

T: 020 7520 3827
F: 0845 1308 117
E: cisas@cedr.com