These quarterly publications present data relating to complaints recorded by Ofcom against the largest telecoms and pay-TV providers. They are intended to help consumers make better informed decisions. We believe that the publication of such information is useful for consumers, 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.
This document presents data on the number of complaints made by residential consumers to Ofcom about the largest telecoms and pay-TV providers in the quarter July 2018 to September 2018.
The four services covered in this report are: fixed line telephony (landline), fixed broadband (fixed broadband), pay-monthly mobile telephony (pay-monthly mobile) and pay TV (pay TV).
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. Complaint volume data is one of a number of measures that can provide an indication of service quality. In May 2018, we published our second annual Comparing Service Quality report to provide an annual update on a range of other service quality metrics such as customer satisfaction.
The next complaints publication will include data for the period October to December 2018, and we expect to publish it in April 2019.
Older reports are available on the National Archives website.
