20 December 2016

Ofcom today published data on the volume of consumer complaints it received against the major providers of telecoms and pay TV services.

The latest report covers the three-month period from July to September 2016 (Q3), 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.

By publishing complaints data, Ofcom aims to give people who are looking for a new provider useful information for comparing companies' performance. The quarterly reports also offer an incentive to providers to improve their performance.

The total volume of landline and broadband complaints made to Ofcom increased between Q2 2016 and Q3 2016, while the number of pay-monthly mobile complaints decreased and pay TV complaints remained stable.

Lindsey Fussell, Director of Ofcom's Consumer Group, said: “We won’t stand for complacency when it comes to customer service. We expect providers to make it a top priority and work hard to better serve their customers.

“If companies let their customers down, we will step in and investigate, which can lead to significant fines.”

Landline telephone complaints per 100,000 customers

Home broadband complaints per 100,000 customers

Pay-monthly mobile complaints per 100,000 customers

Pay TV complaints per 100,000 customers

Relative scale of average complaints per 100,000 customers, by sector (quarterly)