Commenting on Ofcom’s Q3 telecoms and pay-TV complaints data, Ewan Taylor-Gibson, telecoms expert at uSwitch.com, says:
“Ofcom’s complaints data for telecoms providers suggests customer complaints have remained broadly flat since the last quarter, despite a marginal increase across landline and pay-TV services.
“If we take a longer term view, the overall trend is that complaints to Ofcom are continuing to drop which hopefully suggests providers are improving their service delivery rather than consumers being less minded to complain.
“Having said that, there are still areas that could do with some improvement – customers are still most likely to grumble about broadband and landline services, although there are mitigating factors in the last quarter such as teething issues with the Post Office HomePhone’s acquisition of Fuel Broadband.
“For those that are experiencing issues with their telecoms provider, it can be frustrating.
“If you do have an issue, formally complain to your provider. If you’re not happy with the solution there will be a free ombudsman service that can review your case.
“Ultimately, consumers can always vote with their feet as there could be a better suited service that is more appropriate for their needs.”
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