TalkTalk
Talk Talk has full complaints procedures available to its customers. Along with a complaints line on 0844 409 8699, there are diagnostic and ‘walk through’fault detection and resolution services to be found in the ‘Support and Tools’section under ‘My Account’on the website.
Talk Talk provides pay TV, telecommunications, broadband Internet, land line telephone and mobile network services to business and residential customers in the UK. It was formed in 2003 as a subsidiary of mobile phone specialist Carphone Warehouse before becoming a ‘stand alone’business in 2010.
The company have invested in their own exchange infrastructure whereby they have more control over the lines to customers as opposed to relying on the existing exchange owners. Talk Talk have become the second company in the UK to offer ‘quadruple play’(four communications services) after Virgin Media.
About
Talk Talk became established after they launched with the heavy use of national TV and print media advertising campaigns offering attractively priced land line telephone packages. They followed this up with heavily marketed broadband services in 2004 including a phone/broadband package marketed as ‘free broadband forever’from 2006.
A series of high profile acquisitions of other providers such as Tele2, One.Tel, and the ISP part of AOL, grew Talk Talk’s customer base rapidly as did the addition of Tiscali in 2009.
Complaints information
According to Ofcom complaint statistics covering the period from the last quarter of 2011 to the last quarter of 2013, in both landline telephone and broadband Talk Talk’s complaints levels have exceeded the national average.
This performance has improved over this period of time —in the final quarter of 2011 levels of complaints for both broadband and landline telephone were at their peaks, but have been reduced to their lowest level as of the final quarter of 2013.