A poll of 2,000 adults found that long waiting times and having to repeat the same issue to multiple staff were among the most frustrating aspects of dealing with companies over the phone. These common issues, along with others, made up a top 30 list of the most complained-about service experiences. More than a quarter of respondents admitted they couldn’t remember the last time they had a positive customer service experience – highlighting the strain many feel when seeking help from companies.
Among the frustrations, 28% were annoyed by rude staff, while 34% said automated responses fail to properly address their problems. The research also found that four in 10 people avoid contacting their utility provider altogether because they expect the process to be stressful. Even more concerning, 80% feel that utility companies simply don't care about solving their customers’ problems. Common phrases like, “We’re experiencing higher-than-normal call volumes,” “I’m sorry, there’s nothing I can do,” and “Please hold while I pass you to my colleague” were identified as the most aggravating things to hear when calling a customer service line.
According to the findings – commissioned by Utility Warehouse – the average Brit spends two hours on the phone with their provider when trying to resolve an issue. Poor customer service was flagged as the leading reason people would consider switching providers, but the hassle of switching stopped 32% of respondents, while 26% feared they might end up with a provider offering even worse service.
In an effort to turn the tables, Utility Warehouse, a Which? Recommended Provider for Energy Companies 2025, is running a Valentine’s Day campaign - this weekend - to help Brits ‘break up’ with their current providers and find one that truly cares. They've even created a light-hearted quiz to help users understand the parallels between their relationships with utility providers and their real-life romantic styles.
"Too many people are stuck in frustrating relationships with their suppliers," said Robyn Hyde of Utility Warehouse. "For utility companies, providing seamless, friendly, and helpful experiences is not a luxury – it’s essential.". The campaign has seen the involvement of dating and relationship expert Sarah Louise Ryan, who helped design the utility 'break-up' quiz. She explained: “On the surface, personal relationships and utility providers may seem like separate worlds. But in reality, a person’s romantic style often reflects their approach to connections with energy, broadband, or mobile providers.
