Complaints about silent phone calls on the rise

More people are contacting Ofcom about fixed-line mis-selling and silent calls than any other telecoms issue, the regulator said today.

Ofcom today launched a new consumer guide for those affected by the "twin scourges of the communications sector" in response to the high level of complaints.

It is also releasing new guidance for customers who have complaints about services from their communications providers.

Complaints about silent calls to Ofcom increased from about 300 a month to 1,050 in the year to September, with complaints about mis-selling increasing from 800 to 1,050 over the same period.

Ofcom recently took action against Abbey National, Barclaycard and a number of credit agencies to enforce compliance with its guidelines.

Ofcom's new advice coincides with the publication of the regulator's report The Consumer Experience 2008, which reveals the extent of problems with mis-selling and silent calls.

However, it found a reduction in complaints from consumers unable to switch broadband providers because of restrictions on their lines and about mobile phone cashback deals.

The report reveals consumers are increasingly taking advantage of competition to seek the best deal.

The number of people switching to one supplier for digital television, fixed line, mobile or broadband has increased from 18% to 32%, usually resulting in lower bills, the report said.

Ofcom chief executive Ed Richards said: "The Consumer Experience report allows us to monitor how the consumer experience of the communications market is changing over time.

"Satisfaction levels remain high but action against the scourges of mis-selling and silent calls remain priorities for Ofcom over the coming year."