ComReg has published details of issues raised by consumers who contacted its Consumer Care team between 1 January to 31 March 2025 (Q1 2025).
In summary in Q1 2025 ComReg’s Consumer Care team recorded:
- Approximately 9,000 consumer contacts, compared to 6,900 consumer contacts the previous quarter;
- 3,255 consumer queries and managed 432 consumer complaints. This is a 2% increase in issues compared to the same quarter last year, (5% increase in ECS and 19% decrease in PRS issues reported to ComReg);
- For Mobile Service Provider complaints, the median resolution time increased to 12 working days, compared to 8.5 working days in Q4 2024;
- The average number of complaints per 100,000 subscribers was 1.4;
- For Fixed Service Provider complaints, the median resolution time increased to 9 working days, compared to 8 in Q4 2024;
- The average number of complaints per 100,000 fixed voice lines increased to 4.8, compared to 2.9 in Q4 2024;
- The average number of complaints per 100,000 fixed broadband lines increased to 17.3, compared to 8.8 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.
