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Cable.co.uk comments on findings of Ombudsman Services' annual Consumer Action Monitor

  • Ombudsman Services' annual Consumer Action Monitor was published today
  • It reveals that 13% of complaints made in 2016 related to a telecoms provider
  • 18% of consumers are resigned to poor service from telecoms companies
  • Consumer telecoms expert Dan Howdle says of the research: "It is outrageous that 18% of consumers are resigned to poor service from telecoms companies. They must do better."

Tuesday, 14 February 2017: 13% of complaints made in the UK last year related to a telecoms provider, reveals research by Ombudsman Services, published today.

The fourth annual Consumer Action Monitor, which looks into consumer complaints and attitudes to consumer rights, finds that there were an estimated 6.9 million complaints in the telecommunications sector last year.

As a result, communications providers are missing out on £2.98 billion from consumers who either reduce their spend or switch brands.

18% of the consumers who took part in the Ombudsman Services' research said they are resigned to poor service from the telecoms sector.

According to the research, 24% of complaints made in 2016 were in the retail sector, leading to it losing out on £10.05 billion. 10% were in the energy sector, costing it £5.2 billion. 7% were in transport (bus, rail and airlines), costing it 5.51 billion; and a further 7% were in the banking and financial services sector, costing it £5.81 billion.

Ombudsman Services' Consumer Action Monitor is embargoed until 00.01 on Wednesday 15 February 2017. The report will be available via it's website.

Commenting on the findings of Ombudsman Services' report, Dan Howdle, consumer telecoms expert at Ofcom accredited broadband, TV and mobile comparison site Cable.co.uk, says:

"Telecoms companies received more complaints than energy providers and banks in 2016, yet they have lost far less money as a result of poor service."

“It is outrageous that 18% of consumers are resigned to poor service from telecoms companies. They must do better. No doubt these customers expect they would have similar problems with another broadband and/or mobile provider, so they don’t see the point in switching."

“Instead of simply putting up with it, they should shop around for a better deal from a different provider. Making the most of cheaper deals aimed at new customers offers both the satisfaction of saving money as well as stoking the fires of change among the providers themselves."

Notes to editors

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Dan Howdle has been plugged into the attitudes of UK broadband, TV and mobile customers for over two decades. Having spent 12 years at the coalface of consumer telecoms research, initiating and running projects both nationally and internationally on behalf of the biggest players in the industry. Dan is now Director of Communications and in-house consumer telecoms expert for Cable.co.uk.

An experienced broadcaster, commentator and writer who frequently appears on BBC TV and radio, ITV, Sky and in the national papers and their websites, Dan leads a team of journalists and communications folk who spend their days researching and reporting on problems faced by UK broadband, TV and mobile customers both on an individual and macro level.

Dan campaigns on many issues currently facing consumers of broadband, TV and mobile products in the UK. These include, but are not limited to: Rural broadband provision; mobile coverage; broadband, TV and mobile customer contract issues; broadband and mobile broadband speeds; switching and money-saving; infrastructural challenges; pricing, changes and structures; shifts in technology and the marketplace; telecoms regulation, policy and law; fines, adjudications and policy changes; mergers and closures of UK providers; annual financials and more.

Dan has advised Ofcom on issues surrounding service quality. He also administers and adjudicates the yearly Broadband Service Quality Awards and sits on the panel of judges for the Internet Service Providers Association annual awards.

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