I think the point is that all ISPs with over 250,000 customers have horror stories. For instance Sky's service is not exactly perfect as can be seen here:
http://money.guardian.co.uk/internet...873477,00.html
The award, whether you have respect for it or not, shows that during the period of assessment the winner was the least worst on the criteria assessed. Although I don't know for sure but when Bulldog was assessed it maybe that it was prior to their customer numbers reaching a 'tipping' point where new investment was needed and new provision capability not yet coming on line.