UK Broadband complaints fall to record low

New figures published today by Ofcom reveal that the customer complaints received about the UK’s major broadband providers have fallen to their lowest ever levels.

Ofcom publishes quarterly data tracking trends in consumer complaints made to the regulator about UK telecoms and pay-TV providers. The latest figures – covering January to March 2026 – reveal that broadband complaints have declined significantly, from a peak in 2011 when complaints stood at 40 per 100,000 customers, to an all-time low of six per 100,000 customers in Q1 2026. 

Through Ofcom’s work they help UK consumers get more for their money, who benefit from high-quality, reliable services at affordable prices. Across the UK’s competitive telecoms markets, there are great deals on offer while companies are continuing to invest in their networks to deliver more choice and better quality. 

The complaints data can help customers to track how their provider performs against its competitors, and – when considered alongside other measures like price, availability and quality – can be a useful source of information to help people decide which service is right for them. If people ultimately aren’t satisfied with their provider, it’s never been easier for consumers to vote with their feet and switch.

While Ofcom is unable to act on individual complaints, the data also helps them to better understand the reasons for customer dissatisfaction across the sector and can help identify any systemic issues that may warrant us taking a closer look at on behalf of consumers. 

Cristina Luna-Esteban, Ofcom’s Director of Consumers and Retail Markets, said:

“It’s encouraging to see broadband complaints falling to their lowest levels since our records began, companies must not be complacent and we expect them to continually strive to improve their services and deliver a great customer experience.

“We’d encourage any customers who aren’t satisfied with their current provider to vote with their feet. In recent years, we’ve made it easier than ever for people to shop around and save, by introducing end-of-contract alerts, simpler contract summaries, and easier switching processes for broadband and mobile.”

Read more here – https://www.ofcom.org.uk/phones-and-broadband/service-quality/ofcom-telecoms-and-pay-tv-complaints-fall-to-record-low