Telecoms and pay-TV complaints from October to December 2016

Note: The landline results in this press release were adjusted on 15 December 2017 and the associated reports have been amended accordingly.

Ofcom today published data 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 October to December 2016 (Q4), 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 number of complaints made to Ofcom increased between Q3 2016 and Q4 2016. Broadband and landline telephone services generated the highest volume of complaints.

Lindsey Fussell, Ofcom's Consumer Group Director, said: “Providers must get on and deliver consistently excellent customer service, and we expect this to be their number one priority.

“We will not hesitate to investigate and, where appropriate, levy significant fines on any company found to fall short of the high standards that customers deserve and we expect.”

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)