“We welcome the steps that telecoms providers have taken this year to support consumers who are in financial difficulty – and it’s good to see that value for money has improved overall.
At the same time, we support the steps Ofcom has identified for further action and support as we head into 2021.
Next year looks set to be a challenging one for many consumers, especially given the planned closure of government support measures such as the furlough scheme.
As the ombudsman we are starting to see an increase in complaints linked to affordability issues – and this increase could well continue into next year.
Given this we feel it’s important that the telecoms sector continues its efforts to ensure that consumers who need additional support are given it.”