27 September 2017

Ofcom has set out the volume of recent consumer complaints it has received against major providers of telecoms and pay-TV services.

The latest report covers the three-month period from April to June 2017 (Q2), and includes complaints made about providers of landline telephone, home broadband, pay-monthly mobile and pay-TV services.

Total complaints for each of the four services decreased during the first half of 2017. BT Mobile’s pay-monthly service is included for the first time in Ofcom’s report, having achieved sufficient market share.

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.

Jane Rumble, Ofcom’s Director of Consumer Policy, said: “Complaints about telecoms and pay-TV may be falling this year, but some providers are falling a long way short on customer service.”

“There can be no room for complacency. We expect providers, particularly those who have been consistently under-performing, to make service quality and complaints handling their number one priority.”

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)