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.
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).
The next complaints publication will include data for the period October to December 2019, and we expect to publish it in April 2020.
Older reports are available on the National Archives website.