Press release:

uSwitch comments on Ofcom plans for broadband and landline users to be automatically compensated for poor service

Commenting on plans published by Ofcom which would see landline and broadband customers who suffer slow repairs, missed appointments and delayed installations receive money back from their provider without having to ask, Ewan Taylor-Gibson, broadband expert at uSwitch.com, comments:

“The plans to automatically compensate broadband and landline customers that have experienced slow repairs, missed appointments, or delayed installations, should be welcomed as it will finally remove the onus on consumers to manage it themselves.

“As it stands, only one in seven customers (15%) who have experienced these issues have had compensation paid out. Today’s announcement means the impetus is on providers to keep to their word.

“We’re so reliant on broadband that, for many, the prospect of any downtime may be practically unimaginable – especially for the 25% of adults who now work from home part or full time.

“While the level of compensation proposed – £25 per missed appointment for example – might not make up for missing a day’s work, the collective financial burden on providers will increase the pressure to improve service.”

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About us

uSwitch is an online and telephone price comparison and switching service, helping consumers get a better deal on gas, electricity, home phone, broadband, digital television, mobile phones and personal finance products including mortgages, credit cards, current accounts and insurance.

uSwitch customers have the option to create an account which will prompt them when their current broadband, credit card, energy, insurance and mobile deals are coming to an end. For energy customers, the account can also automatically monitor the market and notify them when they can move to a cheaper tariff - making future comparisons even simpler and faster. In 2016, uSwitch saved UK consumers over £320m on their energy bills alone.

Broadband customers can conduct a speed test to find out how fast their broadband is and to identify the best broadband provider for their postcode.

The uSwitch mobile app allows customers to compare energy and broadband deals. Energy customers can compare deals in seconds by scanning the QR code on their energy bill. The app won 'Most Innovative Use of Mobile' and the 'Chairman's Award' at The DRUM Marketing on Mobile Awards 2017. Consumers voted it Most Popular Website (Comparison category) in the Website of the Year Awards 2016.

uSwitch was the first comparison site to achieve the Plain English Campaign’s Internet Crystal Mark, recognising that it has clear language, is accessible and easy to use.

uSwitch has a UK contact centre which is manned by energy and broadband experts. The ‘Send Us Your Bill’ service allows customers to post their latest energy bills to FREEPOST USWITCH in order to receive a free call back to be guided through the comparison process. Alternatively, consumers can email customerservices@uswitch.com with their postcode and usage details. uSwitch’s address is The Cooperage, 5 Copper Row, London, SE1 2LH.

uSwitch is owned by ZPG Plc (LSE:ZPG), owner of some of the UK’s most trusted home-related digital platforms including Hometrack, Money.co.uk, PrimeLocation, Property Software Group and Zoopla.