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.
We have published an ex-post evaluation of whether customers have benefited from an easier switching process as a result of our 'auto-switch' measures.
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).