These quarterly publications present data relating to complaints recorded by Ofcom about the largest telecoms and pay TV providers. 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, and can help to inform their decisions. 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 August 2020, we published our fourth annual Comparing Service Quality report, which provides an update on a range of other service quality metrics, such as customer satisfaction.
The following report presents data on the number of complaints made by consumers to Ofcom about the largest telecoms and pay-TV providers in the quarter April to June 2020. The services covered are: broadband and landline, pay-monthly mobile, pay-as-you-go mobile and pay TV.
The report also includes information on complaints that Ofcom has received about the provision of the broadband universal service obligation since its launch in March 2020.
Telecoms and pay TV complaints Q2 2020 (PDF, 2.6 MB)
Telecoms and pay TV complaints Q2 2020 (CSV, 27.0 KB)
Telecoms and pay TV complaints Q2 2020: Interactive data
The following report presents data on the number of complaints made by consumers to Ofcom about the largest telecoms and pay-TV providers in the quarter January to March 2020. The services covered are: broadband and landline, pay-monthly mobile, pay-as-you-go mobile and pay TV.
Due to Covid-19 disruption, we published the complaints results in relation to the quarter October to December 2019 without an accompanying report.
The following presents data on the number of complaints made by consumers to Ofcom about the largest telecoms and pay-TV providers in the quarter October to December 2019. Due to Covid-19 disruption, we have published the complaints results in relation to the quarter October to December 2019 without an accompanying report.
The services covered are: broadband and landline, pay-monthly mobile, pay-as-you-go mobile and pay TV.
We postponed the publication of the quarter’s pay-monthly and pay-as-you-go mobile complaints results when we first published data for Q4 2019 on 19 May and we have now made these results available in the CSV file. We have also corrected an error in Vodafone’s monthly landline figures.
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 2019 to September 2019.
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 presents data on the number of complaints made by residential consumers to Ofcom about the largest telecoms and pay-TV providers in the quarter April 2019 to June 2019.
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 presents data on the number of complaints made by residential consumers to Ofcom about the largest telecoms and pay-TV providers in the quarter January 2019 to March 2019.
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).
Note: The broadband and pay TV data in the Q1 2019 report was adjusted on 19 November 2019. The data for all other services within these reports has not changed.
Note: The pay TV data in the Q2 - Q4 2018 reports and broadband data in the Q2 2018 report was adjusted on 19 November 2019. The data for all other services within these reports has not changed.
Note: The landline data in the Q2 2017 report was adjusted on 15 December 2017. The data for all other services within the report has not changed.
Note: The landline data in the Q1 2017 report and broadband data in the Q4 2017 report were adjusted on 19 November 2019. The data for all other services within these reports has not changed.
Older reports are available on the National Archives website.
