Telecoms Gripes Created 8.3 Million UK Consumer Complaints in 2015

According to the annual ‘Consumer Action Monitor’ report from Ombudsman Services, which is one of two Ofcom approved dispute resolution handlers for broadband and phone providers, some 16% (up from 15% in 2014) of all the 52 million consumer complaints made last year related to telecoms services.

Overall telecoms remains the second most complained about sector after retail services (23%) and is followed closely by the energy sector (13%). However it’s important to point out that Ombudsman Services are the sole ombudsman in the energy industry, while telecoms services (phone, broadband and mobile) are also covered by CISAS.

Of those that escalated a complaint to a third party, more than a third (37%) went to an ombudsman and that compares to only 13% who used the Small Claims Court. Apparently nearly half (48%) of those people who complain say they’d be happy with an apology and less than a third (31%) said they expected financial compensation.

Providers should also take note because 52% of consumers said they would “think more” of companies that handle their complaints effectively. Elsewhere it was noted that 45% of people with a complaint only spoke about it to their family or friends and did not take it further because they thought it wasn’t worth the hassle.

2016 Consumer Action Monitor
https://www.ombudsman-services.org/downloads/CAM2016_report.pdf