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Cable.co.uk comments on reported 35% increase in telecoms complaints

  • Consumers made 15,542 complaints about telecoms providers this year
  • Complaints are up 35% from three years ago
  • Majority of complaints relate to billing issues

21 October 2015: The Communications Ombudsman received 15,542 complaints about telecoms providers in 2015 so far, according to figures published this morning.

This represents a rise of 5% on the same period in 2014. Complaints have risen by almost a third (35%) in the last three years.

The majority of complaints (31%) related to billing issues, such as complicated invoices, direct debit amounts or incorrect account details.

The full Ombudsman Services press release is available here.

Dan Howdle, telecoms expert at consumer mobile and broadband advice site Cable.co.uk, had this to say about the figures:

“In the past couple of years the UK has seen major upheavals in both mobile and broadband infrastructure.

“BT Openreach and Virgin Media continue to roll out their fibre networks, while the UK’s four mobile network providers – EE, Vodafone, O2 and Three – vie for their piece of the 4G pie. It’s turbulent right now, and even a little chaotic.

“If the UK telecoms market were a sea it would be one whipped up by force-ten gales. Where there is turbulence and chaos, things go wrong more often.

“I’m aware that some are suggesting these results point toward a somehow more informed, righteous and/or bellicose consumer, but I really don’t believe that to be the case. There’s simply more that can – and therefore does – go wrong."

Notes to editors

  • If using our research and/or commentary we would deeply appreciate a link either to this page or to https://www.cable.co.uk


What is Cable?

Cable is a broadband, TV and phone comparator, unique news source and consumer champion.

Dan Howdle has been plugged into the attitudes of UK broadband, TV and mobile customers for over two decades, running research fieldwork both nationally and internationally on behalf of the biggest players in the industry. Dan is now consumer telecoms analyst at Cable, as well as more formally operating in the role of its Director of Communications and Content.

An experienced broadcaster, commentator and writer, Dan has appeared on BBC TV and radio, ITV, Sky and in the national papers. Dan has advised Ofcom on issues surrounding service quality, administered Cable’s Broadband Service Quality Awards and sat on the panel of judges for the Internet Service Providers Association annual awards.

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