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A new report from Ombudsman Services has suggested many broadband customers are choosing to suffer in silence rather than complain about poor service.

The Ofcom-approved complaints handler reported there were a total of 38 million consumer complaints in the UK in 2013 across all sectors.

Broadband and internet service issues were found to account for 14 per cent of the overall total.

However, Ombudsman Services reported that 40 million more complaints went unaddressed in the UK last year.

So potentially, millions of disgruntled broadband subscribers failed to raise issues with the services provided by their telecoms operator.

The common reasons for dissatisfied customers failing to make complaints included concerns over the time and energy required, and also fears about the legal process.

Chief Ombudsman Lewis Shand Smith said: "Given that consumer trust in companies is low, the time is right for businesses to embrace third parties as a means of resolving disputes.

"Transparency clearly has a big role to play in shaping consumer opinion and enhancing brand image."

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