In a welcome respite for broadband regulators, it has been revealed that the number of telephone and broadband complaints have fallen substantially over the last 12 months. The industry regulator has revealed that complaints in relation to fixed line mis-selling, mobile mis-selling, silent calls, additional charges and broadband transfer issues have all fallen over the last year.
While it would be easy for the regulator and the industry as a whole to pat themselves on the back there is some concern that as and when the UK economy begins to recover we will see a significant spike in telephony-based complaints. Ofcom has itself suggested that the reduction in specific broadband complaints may well be a result of fewer people moving homes over the last 18 months, as the recession continues to bite, something which could rectify itself when the property market improves.
That aside, there is no doubt there has been a substantial increase in the quality of customer support services and broadband transfer procedures over the last 12 months. It seems as though the industry is finally listening to consumers who have for sometime expressed reservations about the backup support afforded to new customers. Hopefully this is a trend which will continue and see the number of complaints fall well into the future!