Methods for complaining to telecommunications service providers in the UK 2018

This statistic displays the methods consumers used to lodge complaints with their telecommunications and pay-TV providers in the United Kingdom (UK). Lodging complaints by phone accounted for the majority of complaints across all sectors, especially for broadband complaints. 58 percent of consumers lodged their complaints over the phone with Pay TV.

Among these complaints, billing and customer service topics accounted for the largest share of complaints.

Methods for lodging complaints with telecommunications and pay-TV providers in the United Kingdom (UK), by category 2018

On the phoneVia emailVia webchatBy letterBy social mediaIn storeVia another contact methodDon't know
Landline44%10%11%6%7%6%1%1%
Mobile40%8%14%4%7%9%1%2%
Broadband61%6%12%3%5%4%0%1%
Pay TV58%7%11%4%5%4%1%1%
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Source

Release date

April 2019

Region

United Kingdom

Survey time period

2018

Number of respondents

9,517 respondents

Special properties

All who complained about each service in the past 6 months

Method of interview

Online survey

Supplementary notes

Base figures for 2018
-Landline (1,933)
-Mobile (3,027)
-Broadband (2,898)
-Pay TV (1,659r>
Question originally asked as: In dealing with [provider] about this complaint did you contact them…?

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