Complaints About Telecom Providers Increase 28% in 2024

Data published by Communications Ombudsman, has shown a 28% increase in the number of disputes with telecoms providers registered with its service in 2024, compared to 2023.

A total of 31,477 cases were accepted in 2024 with broadband, mobile phone, landline and PayTV providers, compared to 24,571 in 2023. Customer Service disputes saw the largest increase in disputes, increasing 61% from 2023, and billing cases increased by more than a third (36%).

Ed Dodman, Chief Ombudsman at Communications Ombudsman, explained: “The dispute figures for 2024 have seen an increase across all areas apart from equipment, a trend that we saw consistently throughout 2024. The most significant increase was for customer service, which saw a big rise last year. It shows that consumers are demanding more from their providers.

“Broadband and mobile services are clearly crucial for millions of consumers, who are highly conscious of the service they’re getting from their providers. The rise in disputes underpins the need to build greater trust between consumers and providers whether that’s relating to mobile phones, broadband, landlines or pay TV, and Communications Ombudsman is committed to ensuring that disputes are resolved independently and impartially.”

Communications Ombudsman regularly shares new performance data via its website to ensure updates are available for providers and consumers. As part of Trust Alliance Group, Communications Ombudsman has the goal of building, maintaining, and restoring trust between consumers and providers.

Communications Ombudsman is one of two approved alternative dispute resolution (ADR) schemes for the UK communications sector. The scheme, approved by Ofcom, handles disputes independently and impartially between consumers and communications providers to build, maintain and improve trust within the sector.