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 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.
Older reports are available on the National Archives website.