ComReg has published details of issues raised by consumers who contacted its Consumer Care team between 1 July to 30 September 2025 (Q3 2025).
In summary in Q3 2025 ComReg’s Consumer Care team recorded:
- Approximately 9,500 consumer contacts, compared to 7,700 consumer contacts the previous quarter;
- 3,802 consumer queries and managed 358 consumer complaints. This is a 25% increase in issues compared to Q2 2025, (1.4% increase in ECS and 0.1% decrease in PRS and 1.3% decrease in ‘Not for ComReg’/Other issues reported to ComReg);
- For Mobile Service Provider complaints, the median resolution time increased to 9.5 working days, compared to 9 working days in Q2 2025;
- The average number of complaints per 100,000 subscribers was 2;
- For Fixed Service Provider complaints, the median resolution time decreased to 10 working days, compared to 11 in Q2 2025;
- The average number of complaints per 100,000 fixed voice lines decreased to 3.7, compared to 4.7 in Q2 2025;
- The average number of complaints per 100,000 fixed broadband lines increased to 11.1, compared to 9.2 in Q3 2024.
ComReg Consumer Care
Our Consumer Care team provides advice and support if you have a query or complaint about a:- mobile, home phone or broadband service;
- premium rate service; or
- postal service.
