Providers, bills, complaints and switching
Ofcom is committed to making communications work for everyone.
This involves ensuring that telecoms providers do their best to appeal for consumers, and offer the best service they can. Our research looks at how people interact with these providers, including experiences of customer service and bills received.
In 2018 we conducted research to provide a more detailed analysis of sub-groups of switchers in the fixed landline, fixed broadband, mobile, multi-channel/Pay TV, dual and triple bundles markets. This focused on people's reasons for switching and any difficulties in doing so (PDF, 2.3 MB).
Our 2017 research looked at how some consumers experience loss of service, and included proposals for an automatic compensation scheme.
We have conducted a range of research examining consumers’ experiences at various key stages in the switching journey.
A 2015 Mott MacDonald study looked at whether communications providers are writing to consumers with unresolved complaints to inform them of their right to go to alternative dispute resolution.
In 2014 we investigated the incidence of unexpectedly high bills.
In 2014 we looked at whether signing up to the telephone preference service significantly reduces the number of live marketing / sales calls received.
In 2013 we carried out research which looked at the service and device elements that drive decisions to switch providers.
In 2009 we commissioned a study to understand the quality of service offered to customers of broadband, mobile, fixed line and pay TV providers.
In 2005 we commissioned an independent study on the retail costs, such as billing and marketing, that it is appropriate for BT to include in the NTS retail uplift charge.
In 2002 Oftel and the telecoms industry published guidance on how telephone companies can help consumers manage their phone bills and avoid being disconnected.
A 2005 report on how Oftel, prior to Ofcom, handled its telecoms complaints.