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Landline complaints: the UK's best & worst home phone provider

Landline complaints: the UK's best & worst home phone provider

Shell Energy is the landline provider with the most complaints, while EE generates the fewest gripes, according to Ofcom.

lovemoney staff

Household money

lovemoney staff
Updated on 18 July 2022

Some might say that the humble home phone has had its day, as many of us now opt for the convenience of mobiles to keep in touch instead.

That said, we still need a landline to receive broadband in our homes (unless you live in a Virgin Media fibre-optic area), so most internet bundles come with one as standard.

But which providers should you go for and which should you avoid?

While price is obviously a key concern, reliability and the quality of service you can expect to receive should also be front of mind.

Before we look into the latest customer complaint trends from Ofcom, it’s important to flag these figures only reflect the complaints escalated by customers to the telecoms regulator when the provider has failed to resolve the issue.

So, while these figures may look low, the total number of complaints filed with each provider will likely be far higher.

You can compare broadband, phone and pay TV deals with Sky, or ditch the landline and compare mobile deals with Carphone Warehouse.

Worst landline providers

Ofcom's latest data looks at all complaints received between the three months of January to March 2022, so it won't cover any recent major issues or faults that customers might have endured.

It revealed that Shell Energy (formerly Post Office) was the company that generated the most complaints by some distance.

Its total of 20 complaints per 100,000 customers is almost double the next-worst company (TalkTalk, 11) and more than three times the industry average of six.

According to the regulator, the most common issues raised by Shell Energy customers were service problems (42%), poor complaints handling (35%), and billing issues (12%).

Best landline providers

At the other end of the scale, EE was the landline provider with the lowest number of complaints at just one per 100,000 customers.

Sky wasn't far behind with two per 100,000, with BT in third place on the list with five.

You can compare broadband, phone and pay TV deals with Sky here, or ditch the landline and compare mobile deals with Carphone Warehouse.

See below for the complete complaints league table, according to Ofcom.

Complaints per 100,000 customers, from lowest to highest

Landline complaints table (Image: Ofcom)

So, there you have it, your round-up of the worst (and best) landline firms.

If you'd like to find out which firms topped the broadband complaints list then head this way, while this article will highlight the worst Pay TV providers.

*This article contains affiliate links, which means we may receive a commission on any sales of products or services we write about. This article was written completely independently.

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