Communications Ombudsman releases updated complaints data for 2024

Following the release of its complaints data for the first half of 2024, the Communications Ombudsman has seen a 54% increase in cases accepted, compared to the same period last year.

Between January and June 2023, a total of 11,466 cases were accepted, compared to 17,695 in January and June 2024. The main complaint categories so far in 2024 are service quality, billing, and contract issues, which reflect a similar pattern as the previous year.

Below are the five most common complaint types for 2023 and for 2024 so far.

Andy Eadle, Business Unit Director at the Communications Ombudsman, explained:

“We’ve seen an increase in complaints across all dispute categories, but primarily in service quality (speed and reliability of service), and billing - continuing into the first half of 2024.

In 2023 we onboarded an additional major provider, which means more consumers than ever are now able to access our free and impartial dispute resolution services in 2024. As Communications Ombudsman, we’re here to ensure any dispute between consumer and provider can be resolved independently and fairly.”

The Communications Ombudsman publishes regular performance updates on its website commsombudsman.org and works in conjunction with Ofcom to ensure data is available for the benefit of both providers and consumers. As part of Trust Alliance Group, it shares the common purpose of building, maintaining, and restoring trust between consumers and providers.