Virgin Media boosts Ombudsman complaints figures
The Communications Ombudsman and Energy Ombudsman have released their complaints data for the first half of 2024.
There was a massive 54% increase in cases accepted by The Communications Ombudsman, compared to the same period last year.
Between January and June 2023, the Ombudsman accepted a total of 11,466 cases, compared to 17,695 during January to June 2024. The main complaints so far in 2024 are about service quality, billing, and contract issues, a similar pattern to 2023
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The five most common complaint types for 2023 and for 2024, so far, are:
| Complaint type | January – June 2023 | January – June 2024 | Change |
| Billing | 2700 | 4403 | +63% |
| Service quality | 2795 | 3605 | +29% |
| Customer service | 1716 | 3934 | +129% |
| Contract issues | 1268 | 1895 | +49% |
| Equipment | 1033 | 982 | -5% |
| Total | 9512 | 14819 | +56% |
Andy Eadle, Business Unit Director at the Communications Ombudsman, explained:
We’ve seen an increase in complaints across all dispute categories, but primarily in service quality (speed and reliability of service), and billing – continuing into the first half of 2024.”
This would tie in with what I hear most about in communications, although I also hear mostly about customer service. Now it has Virgin Media on board, I won’t be surprised if customer service complaints go up!
Energy Ombudsman complaints data
Unbelievably, the data from the Energy Ombudsman shows the service has handled 22% fewer complaints during the first half of 2024, compared to the same period in 2023!
The Energy Ombudsman accepted 68,186 cases between January and June of 2023, compared to 53,210 from January to June 2024.
The main complaint categories so far in 2024 relate to billing, smart meters and customer service, which reflects the same pattern as 2023.
Below are the five most common types of complaints for 2023 and 2024 so far:
| Complaint type | January – June 2023 | January – June 2024 | Change |
| Billing | 37344 | 32588 | -13% |
| Customer service | 8108 | 6038 | -26% |
| Smart meters | 8428 | 5059 | -40% |
| Meters | 4996 | 3085 | -38% |
| Payments/debt | 3741 | 1926 | -49% |
| Total | 62617 | 48696 | -22% |
Ed Dodman, Business Unit Director at the Energy Ombudsman, explained:
Last year was an unprecedented time for many with the cost-of-living crisis impacting the country. Billing remained the most common reason for disputes into 2024, as consumers kept a closer eye on how their energy use is measured and how they pay for it. While case numbers have decreased to pre-2023 levels, we remain committed to increasing awareness of our service so that it remains accessible for all who need it”.
It could be that a combination of complaints being so high since COVID and the need to scrutinise bills for errors during the cost of living crisis mean that actually it’s just getting back to “normal” high levels!
Rocio Concha, Which? Director of Policy and Advocacy, said:
It’s extremely concerning that complaints to the Communications Ombudsman have risen so dramatically over the last year and that customer service issues are one of the most common complaints to the Energy Ombudsman.
“Which? has found shoddy customer service across many different industries – particularly the energy and broadband sector – with British Gas, Scottish Power and Virgin Media named and shamed as some of the worst firms for customer service in our research.
“It is never OK for firms to provide sub-standard customer service, but in essential sectors providing vital services millions rely on every day such as energy and broadband, it is completely unacceptable. Any companies falling short need to up their game and ensure their customers are getting the answers they need quickly and efficiently – without being caught in endless loops by chatbots or struggling to get through to the right person.”
June 2024 Virgin Media wins award
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