Still Going round in Circles: Complaints handling in telecoms
30 July 2018
This new research on problem and complaints handling (PDF 1.68MB, opens in a new window) examines communications providers' handling of complaints to see what progress has been made since the Panel's last research in this area and where improvements are still needed. We were particularly interested to understand how people were using ADR and to assess if complaint handling processes were accessible to all consumers, particularly people in vulnerable circumstances.
The Panel commissioned Futuresight to undertake in-depth, qualitative interviews with 74 consumers. We particularly wanted to understand the experiences of people in more vulnerable circumstances, as well as disabled people, older people and those running micro businesses. We've made a series of recommendations recommendations arising from the research (PDF 171KB, opens in a new window) so that the opportunities offered by existing and emerging communications services are inclusive and fair, and so that the market succeeds in meeting the needs of us all.