54% rise in complaints about communications firms recorded by ombudsman

Latest data from the Communications Ombudsman shows complaints about service quality, billing and contract issues are the biggest problems

Consumer complaints about communications providers are up by 54% on last year, according to ombudsman figures.

This is yet more bad news about the quality of essential services following last week’s  news of the 70% rise in complaints about financial products.

The Communications Ombudsman has already taken on 17,695 cases as of June this year, up from 11,466 cases over the same period last year, it said.

Cases about billing grievances have already reached 4,403 this year, up from 2,700 between January and June last year.

Service quality complaints are up from 2,795 in the first half of last year to 3,605 so far this year, while customer service grievances have ballooned from 1,716 last year to 3,934 since January this year.

Complaints about contract issues are up from 1,268 to 1,895, the service’s data shows.

Andy Eadle, business unit director at the Communications Ombudsman, said: 

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

The Communications Ombudsman has over 1,450 companies signed up to its dispute resolution service. 

Our broadband and phone guide tells you more about when you’re entitled to compensation for poor service and how to complain when things go wrong.

Common complaints about communications 

A breakdown of the most complained about issues received by the ombudsman from January to June this year, compared to last year.

Cause of complaint	Jan-June 2024	Jan-June 2023
Billing	4,403	2,700
Customer service	3,934	1,716
Service quality	3,605	2,795
Contract issues	1,895	1,895
Equipment	982	982

Energy company complaint are down

Meanwhile, consumer complaints to the Energy Ombudsman are down by more than a fifth on last year but billing, smart meters and customer service continue to cause households the most problems.

The service handled 22% fewer complaints in the first half of 2024 compared with the same period last year, down from 68,186 cases to 53,210.

Complaints about billing, such as disputed usage and balances and estimated billings and readings, fell from 37,344 between January and June last year but remained the most common grievance, with 32,588 cases so far this year.

The service has handled 6,038 cases of problems with customer service so far this year, down from 8,108 over the same period last year.

Smart meter problems have led to 5,059 cases this year, down from 8,428 between January and June last year.

Ed Dodman, business unit director at the Energy Ombudsman, said: ‘Last year was an unprecedented time for many with the cost-of-living crisis impacting the country.

‘Billing remained the most common reason for disputes into 2024, as consumers kept a closer eye on how their energy use is measured and how they pay for it.

‘While case numbers have decreased to pre-2023 levels, we remain committed to increasing awareness of our service so that it remains accessible for all who need it.’

Mr Dodman added: ‘Last year followed an unprecedented period for the energy sector, which saw prices hit at an all-time high, and a number of suppliers leave the market.

‘In this context, it’s understandable why we saw people turn to the Energy Ombudsman to make sure they were being treated fairly.

‘As the market has stabilised somewhat, we have seen the number of complaints reduce this year, but they remain higher than they were before the crisis.

‘Ultimately, it’s important people understand their rights, including how and when they can use our service.’