The National Audit Office (NAO) found that, although each regulator sets rules and expectations regarding how companies communicate with customers, many customers still find it difficult to contact the company supplying them. For example, in 2024 only 64% of broadband customers were satisfied with how easy it was to find the contact details of their supplier when making a complaint. Similarly, it found that energy customers can find it challenging to contact their supplier through communication channels that meet their needs, such as telephone.42