Communications Ombudsman releases complaints data from July to September 2024

The Communications Ombudsman has released its complaints data for Q3 (July-September) of 2024, with a 29% increase in 2024 compared to the same period in 2023.

A total of 7,969 cases were accepted between July and September 2024, almost 1,600 more compared to Q3 2023. Customer service saw the largest climb in complaints, with a 77% rise compared to the same period in 2023 with billing, service quality and contract issues all increasing year on year. The main driver for this increase were issues with the mobile phone sector.

Andy Eadle, Business Unit Director at the Communications Ombudsman, explained: “The Q3 complaints figures for 2024 have seen an increase across all dispute areas apart from equipment, matching the trends from the first half of 2024 against 2023. Broadband and mobile services are clearly crucial for millions of consumers who are highly conscious of the service they are getting from their providers."

“The biggest change in figures for Q3 being customer service complaints shows the need to build greater trust between consumers and providers, and we are here to ensure disputes are resolved independently and impartially.”

The Communications Ombudsman regularly shares new performance data via its website commsombudsman.org and works in conjunction with Ofcom to ensure these updates are available for providers and consumers. As part of Trust Alliance Group, the Communications Ombudsman has the goal of building, maintaining, and restoring trust between consumers and providers.