Ofcom releases ISP complaints data header image

Published: 28th Feb 2013

Ofcom has published data concerning complaints made about internet service providers (ISPs) and telecommunications companies over the last 12 months.

The overall level of complaints is at a similar level to January 2012, but there was a noticeable dip in December, which has been associated with the Christmas period.

However, grievances about ISP's complaints handling processes grew considerably in January this year.

Consumers' concerns about complaints handling are usually problems such as having to spend long periods waiting on the phone, not receiving a response to letters or emails, the quality of staff and being unable to escalate grievances.

Complaints about silent phone calls increased substantiality in January, but are still well below the levels reached in January 2012.

There has also been a noticeable rise in the number of customers who are unhappy with receiving unwanted marketing calls. A total of 9,498 people contacted the Telephone Preference Service about this issue last month.

Posted by Mark Wynn