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.
Complaint volume data is one of a number of measures that can provide an indication of service quality. In April 2019, we published our third annual Comparing Service Quality report to provide an annual update on a range of other service quality metrics such as customer satisfaction.
We also believe that publication of provider-specific complaint volumes incentivises providers to improve their performance.
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.
The services covered are: fixed line telephony (landline), fixed broadband, and pay TV.
Due to Covid-19 disruption we have published the complaints results in relation to the quarter October to December 2019 without an accompanying report. We are also postponing the publication of the quarter’s pay-monthly and pay-as-you-go mobile complaints results while we address some data quality issues. We will publish these results as soon as possible.
Older reports are available on the National Archives website.