OFCOM, customer complaints
Ofcom has today published its regular report on the volume of consumer complaints it has received against the major providers of telecoms and pay-TV services.
The latest report covers the three-month period from January to March 2017 (Q1), and includes complaints made about providers of landline telephone, home broadband, pay-monthly mobile and pay-TV services. Complaints figures are presented per 100,000 customers.
Complaints about landline telephone services increased between Q4 2016 and Q1 2017, while pay-monthly mobile complaints fell. Broadband and pay-TV complaints remained stable during this period.
Together with Ofcom’s ‘Comparing Service Quality’ report, published earlier this year, today’s complaints data aims to give people who are looking for a new provider useful information for comparing companies’ performance.
The reports also offer an incentive to providers to improve customer service standards and address recurring problems.
Lindsey Fussell, Ofcom’s Consumer Group Director, said: “Our report shows that, for a number of providers, there is still much room for improvement.
“Phone and broadband companies must take all possible steps to improve their complaints handling and customer service, and we expect this to be their number one priority.”
Telecoms and pay-TV complaints Q1 (January to March) 2017
This document presents data for complaints recorded by Ofcom against the largest telecoms and pay TV providers in the quarter January 2017 to March 2017. This is Ofcom’s twenty-fifth quarterly report.
This document is intended to help consumers make better informed decisions, especially those who are thinking about changing provider or purchasing a new service. We also believe that publication of provider-specific complaint volumes incentivises providers to improve their performance.
Telecoms and pay-TV complaints Q1 2017 PDF, 975.8 KB
Telecoms and pay-TV complaints Q1 2017 CSV, 14.7 KB
Telecoms and pay-TV complaints interactive data
The next publication will include data for the period April to June 2017, and we expect to publish it in September 2017.
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