Poor customer support drives Brits to ‘Break Up’ with their suppliers
A new survey has revealed the biggest gripes customers face when seeking advice from their utility providers
A poll of 2,000 adults unveiled the top gripes faced when seeking help over the phone with companies, including long waiting times and having to repeat the same issue multiple times.
Shockingly, more than a quarter of those surveyed confessed they couldn’t remember the last time they had a positive customer service experience. While 28% cited rude staff as a source of frustration, an even larger proportion (34%) said automated responses failed to properly address their concerns.
The survey, conducted by Utility Warehouse, further revealed that four in 10 people avoid contacting their utility providers altogether, anticipating a stressful experience. In fact, 80% of respondents believe these companies simply don’t care about solving their problems.
Among the most irritating phrases encountered during these interactions are: “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.”
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On average, Brits spend a staggering two hours on the phone trying to resolve utility-related issues — a sobering statistic that drives many to rethink their choices.
Poor customer service was identified as the top reason consumers would consider switching providers. Yet, the hassle of switching stops 32% from taking action, while 26% fear ending up with a provider offering even worse service.
This Valentine’s Day, Utility Warehouse is stepping in to help dissatisfied customers take the plunge and switch. The company, named a Which? Recommended Provider for Energy Companies 2025, is running a dedicated “break-up” helpline to guide consumers through the process of leaving their current providers behind.
Robyn Hyde from Utility Warehouse said, “Too many people are stuck in frustrating relationships with their suppliers. This Valentine’s Day is the perfect time to make the move and break free from bad customer service.”
Rob added “For utility suppliers, offering a seamless, friendly, and helpful experience is not a nice-to-have — it’s essential.”
To add some fun to the process, Utility Warehouse has also launched a quiz that draws parallels between how people manage their utilities and their romantic relationships.
The quiz encourages consumers to evaluate their “relationship type” with their energy, broadband, or mobile provider, combining practical insights with a touch of humour.
Sarah Louise Ryan, a dating and relationship expert who contributed to the quiz, explained: “Personal relationships and dating styles may feel completely separate to the way we approach our connections to energy, broadband, or mobile contract providers. But a person’s romantic style often directly reflects their outlook on utilities.”
She continued: “The quiz helps consumers identify their relationship type with their provider, helping them understand their real wants and needs — and resulting in a better match.”
The “break-up helpline” by Utility Warehouse is available this weekend, providing friendly and practical advice for anyone ready to move on to a more supportive provider.
TOP 30 CUSTOMER SERVICE BUGBEARS
- Not being able to speak to a real person
- Suddenly being cut off after being on hold
- Long waiting times in queues
- Automated responses that don’t address the issue
- Being asked to repeat your issue multiple times
- When customer service staff are rude
- Promises of follow-up that don’t happen
- Being transferred repeatedly without resolution
- Agents who don’t listen properly
- Being told you are ‘next in the queue’ on the phone and still waiting for ages
- Generic, scripted responses instead of personalised help
- Overly complicated phone menu options
- Terrible hold music
- Being asked to contact different departments for basic queries
- No option to ring back if you get cut off
- When the person you are speaking to can’t help you
- Lack of empathy from staff
- Lack of product knowledge from staff
- Being put on hold without explanation
- Unclear or contradictory information
- Overly pushy upselling during a support call
- Frequent disconnections in live chat or calls
- When online chat support disconnects without warning
- Being forced to explain why you want to cancel a service
- Limited service hours for support
- Being offered no alternative when a solution isn’t possible
- No way to track the status of a complaint or query
- Blaming the customer for the issue
- Not being informed of delays or status changes
- Staff who redirect blame to other departments
