Broadband News

Half of broadband gripes go unresolved

Thursday, 06 October 2009

Garnet Roach garnet@consumerchoices.co.uk

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More than half of broadband users’ complaints are not successfully resolved, it has been revealed.

The study by Broadbandchoices.co.uk showed that 36 per cent of dissatisfied customers were not even bothering to complain.

Of those that didn’t complain, over a third felt that it would be too much hassle, 23 per cent did not have any faith in their ISP’s ability to resolve their complaint.

Nearly a fifth of users said that they did not know how to complain effectively.

The survey of nearly 4,000 broadband users also showed that 47 per cent did not know that their ISP had a formal Complaints Code of Practice to help resolve any issues.

A massive 77 per cent did not know that they could escalate complaints through the Alternative Dispute Resolution scheme if their own ISP couldn’t resolve their issue after eight weeks.

Michael Phillips, Broadbandchoices.co.uk product director, said: “We found a distinct lack of awareness among broadband users of the proper way to ensure their complaints are taken seriously.

Since a massive 54 per cent of users felt that their complaints were not successfully resolved, it is clear that more needs to be done to empower consumers and ensure they have the confidence and the know-how to escalate their dispute to a satisfactory conclusion.”

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