Response to Ofcom’s customer service report | 21 Aug 2020

New research by Ofcom highlights which phone and broadband companies are providing their customers with the best and worst service. Ed Dodman, Director of Regulatory Affairs at Trust Alliance Group, has responded with our comments.

New research by Ofcom highlights which phone and broadband companies are providing their customers with the best and worst service.

Published today, the regulator’s annual customer service report looks at how the major telecoms providers performed last year on measures including the complaints they received, value for money and overall satisfaction.

Overall satisfaction with complaint handling increased from 56% to 58% in mobile and from 49% to 53% in broadband.

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“It’s encouraging to see higher levels of customer satisfaction with complaint handling in both broadband and mobile.

This report rightly identifies effective complaint handling as a key element of good customer service.

We will continue to work closely with both Ofcom and telecoms providers to promote improvements in complaint handling for the benefit of consumers."

Ed Dodman, director of regulatory affairs at Trust Alliance Group