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Consumer Complaints About UK Telecoms Services Rise in 2019

Saturday, June 22nd, 2019 (7:15 am) - Score 1,743
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Complaints firm Ombudsman Services, which is one of Ofcom’s Alternative Dispute Resolution (ADR) handlers for consumer broadband, phone and mobile gripes, has published a new report that notes how complaints about UK telecoms services have increased from 11% in 2018 to 12% this year.

According to the company’s 2019 Consumer Action Monitor (CAM) report, complaints across all sectors (energy, financial, telecoms etc.) have nearly doubled from 2.5 per person last year to 4.2 in 2019, while 63% found the whole process of making a complaint highly stressful and 52% of those who made a complaint suffered in silence (up from 40% in 2018). Sadly this year’s report is extremely light on hard statistics, which doesn’t leave us with much to cover on the telecoms side of things.

complaints_by_sector_2019

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Mark Jackson
By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
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2 Responses
  1. Avatar Meadmodj

    Isn’t that Telecoms arrow downwards?

  2. Avatar clive

    The arrows do not appear to mean anything…
    The 2018 report is here…
    https://assets.ctfassets.net/46t2drav2f3e/8ml8D3B7VYogMKmAYOoM2/180a61f498f77a609d973d815bcbfb92/Consumer_action_monitor_report_2018.pdf
    (Results on Page 6) Telecoms complaints for that year was 11%
    The full 2019 report is here…
    https://assets.ctfassets.net/46t2drav2f3e/v3uqZrJHhNQMLGsh7urXl/d366ad5f150c07070937d7612672fede/1157_OMB_CAM_Report.pdf
    (Result are 4th page UP from the bottom of the pdf) Telecoms this year is 12%

    I assume the arrows are meaningless for a few reasons (retail is now separated to on and off line) and things such as Banking just like telecoms also increased by 1% yet they have what i assume is to indicate unchanged arrows by that. Water is another example where complaints have increased from 3% to 8%.

    There were previously 10 categories in the 2018 report where as the 2019 report only has 8 (7 if you still count Retail as 1 category like the prior year). The 3 others missing in 2019 from the 2018 report are Post and Parking and Public Services.

    Either way it looks like practically every category had an increase the largest percent wise seems to be water.

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