54% Of Broadband Complaints Go Unresolved
New research has shown that more than half of customer complaints (54%) about their broadband service remain unresolved.
This is despite the fact that there are formal codes of practice in place to help the complaints procedure run smoothly.
The survey by Broadband Choices found that 36% of broadband customers didn’t bother to report any problems with their broadband service, with 33% of these saying it was too much hassle.
A further 18% of people didn’t understand how to complain, while 23% didn’t have faith that their broadband supplier could resolve the complaint.
The survey questioned 4,000 broadband customers and found that just under half of them (47%) didn’t even realise that their broadband provider had a code of practice in place for complaints handling.
Furthermore, 77% of people were unaware that they could escalate their compliant using an Ofcom approved ADR (Alternative Dispute Resolution) scheme up to 8 weeks after they had complained to their broadband supplier.