Ofcom reports surge in complaints handling issues

Ofcom has reported a surge in the number of consumers taking issue with the way broadband and home phone providers have handled their complaints.

During July, 775 customers got in touch with the telecoms industry regulator regarding complaints handling, up from 650 the previous month and the highest figure since the 792 recorded in January.

Problems with handling complaints include everything from the amount of time consumers have to queue to the quality of staff, as well as the inability to escalate issues and a lack of response to letters or emails.

Ofcom explained its role in the complaint-handling process is to ensure that when something goes wrong, consumers are able to easily identify how to raise the issue and guarantee that providers have appropriate processes in place to deal with the complaint.

Small increases were also recorded in complaints about mobile mis-selling/slamming and early termination fees, while the number of issues regarding slamming and mis-selling of fixed-line services declined during July.

The latest Ofcom figures show a 56 per cent year-on-year rise in consumer complaints to the Communications and Internet Services Adjudication Service.