The Government's new Telecoms Consumer Charter and Ofcom's latest complaints data have renewed scrutiny of how broadband and mobile providers treat UK customers. The focus comes ahead of annual bill increases in April, with price rises and service standards under the spotlight.
Agreed with major telecoms firms, the charter introduces voluntary measures on mid-contract price rises and consumer protections. Ofcom's quarterly complaints figures track how often customers escalate problems with broadband, mobile and pay-TV services to the regulator.
Consumer groups and market observers are watching closely to see whether the measures-and wider market behaviour-deliver better value and clearer pricing for households facing higher living costs.
Charter changes
The Telecoms Consumer Charter sets out voluntary commitments by participating phone and broadband companies. They include clearer information on how prices may change during a contract and changes to how firms apply inflation-linked rises to older deals after April 2026.
"This voluntary charter calls time on unpredictable inflation-linked price increases on old contracts after April 2026, and makes it less likely providers will push through surprise price rises, such as we saw with O2 last year.
"While the move continues to place the emphasis on price change transparency, it doesn't prevent price rises altogether-but does mean you should always know exactly what they are.
"The best defence is to keep track of your contract end date. Switching as soon as you're free allows you to reset your bill and avoid increases compounding on top of expensive out-of-contract rates.
"Out-of-contract broadband customers can save an average of £329 a year by moving to a new deal, so taking control of your contract remains the most effective way to keep costs down," said Ernest Doku, Telecoms Expert, Uswitch.com.
The Government has presented the charter as a step towards clearer pricing. It applies on a voluntary basis and does not replace Ofcom's existing rules on fair treatment and contract information.
Price pressure
Inflation-linked mid-contract rises have drawn attention over the past two years as telecoms bills increased in line with consumer price indices, plus additional percentage points. Providers say these clauses are set out in contracts, while consumer advocates argue many customers did not fully understand how large increases could become.
The charter's changes for older contracts are intended to reduce the unpredictability of those rises. Providers can still raise prices on new and existing contracts, provided the terms are set out clearly at the point of sale.
With April's annual adjustments approaching, many providers are expected to implement further increases. Ofcom and consumer bodies expect this to prompt more customers to review their deals or switch suppliers.
Complaint trends
Ofcom's latest telecoms and pay-TV complaints data shows which providers generate the highest rates of dissatisfaction serious enough to reach the regulator. Complaints cover faults, service quality, billing, contract disputes and how providers handle problems.
Overall complaint volumes across broadband, mobile and pay-TV remain broadly steady. Some firms have improved their relative position, while others have seen complaint levels rise.
"Patience for poor service is wearing thin. While it is positive to see overall complaint volumes across broadband, mobile, and pay-TV remain steady, the lack of improvement across the industry is a concern for households facing rising bills.
"Plusnet has once again set the benchmark for broadband, receiving the fewest complaints, which reflects its recent win for Best Broadband Provider for Customer Service at the Uswitch 2026 Telecoms Awards. By contrast, TalkTalk and Vodafone saw complaints increase this quarter, while EE remains among the most complained-about providers.
"O2, Sky Mobile, and Three saw the most complaints across mobile providers, driven largely by complaint handling and service faults. It is especially worrying to see Sky Mobile facing criticism for how it handles customers who are switching providers, as moving between networks should be a seamless process that empowers consumers to find better deals.
"With annual price rises approaching in April, customers will be looking closely at whether their provider justifies these extra costs. If your service isn't delivering, you don't need to settle-now is the time to compare deals and see if there is a provider offering better value for money," said Doku.