Customer complaint every second in 2013

By  Jessica Winch

Unhappy customers made a complaint about products and services nearly once a second in 2013, according to new research. 

The Ombudsman Services said there were 38m complaints last year, a complaint every 1.2 seconds. 

The most common sectors for complaints were energy, retail and internet telecoms, followed by transport and travel. 

Britons were found to be keener to take action when they have a problem, with 32pc saying they are more likely to complain about poor service now than they were a year ago. 

However, the Ombudsman Services also found that millions of people with a legitimate complaint take no action, with an estimated 40m problems not pursued. 

Ombudsman Services, which helps resolve disputes between consumers and the energy, broadband and mobile companies and property sectors - and is completely separate from the Financial Ombudsman Service - said many customers felt it was ‘not worth the hassle’ to complain or did not believe companies would do anything to help. 

The legal process also daunts consumers, with only 6pc of problems addressed through the small claims courts. 

Ombudsman Services, which is free to consumers, said that energy complaints alone have doubled in the last year. 

More than 1,805 energy complaints were received in December alone, a 106pc increase compared to the same month in 2012. 

Millions of consumers are also resorting to more direct action to get their problems dealt with, with social media frequently used as a way to gain companies’ attention. 

More than a quarter of consumers who complained about a product or service shared their complaint on social media. 

Chief Ombudsman Lewis Shand Smith said: "Given that consumer trust in companies is low, the time is right for businesses to embrace third parties as a means of resolving disputes. 

"The research shows that nearly a third of people would be more willing to buy a product or service from a company offering such a service, so transparency clearly has a big role to play in shaping consumer opinion and enhancing brand image." 

The figures were obtained from a survey of 2,023 people. 

Richard Lloyd, executive director of Which?, said: "Although more people are complaining about poor service, too many are still put off, which is why we've launched our free consumer rights website full of advice. 

"Businesses need to improve their complaints procedures but the law also needs to be made simpler and clearer so that consumers who fail to get a satisfactory response to their complaint can take their case to an ombudsman or the small claims court." 

The Consumer Rights Bill, which is making its way through Parliament, will update various consumer laws and will introduce new rights for consumers and businesses, including a set 30-day time period to return faulty goods and get a full refund. Telegraph