The results are in: giffgaff shines in Ofcom’s latest report

When we set out to change the mobile contract market three years ago, we chose to do it the giffgaff way: by co-creating with our members.

The goal was never just to launch another standard pay-monthly plan. We wanted to build a service where every single touchpoint, from our app to our member support, was shaped by the people actually using it.

That’s why the latest Ofcom Q1 2026 Pay Monthly mobile complaints report feels like such a massive moment for our whole community. For the very first time, giffgaff features in the report for Pay Monthly (PAYM) mobile, ranking among the providers with the lowest number of complaints across the UK. As highlighted over at The Sun, these figures give a clear picture of how networks perform when it comes to keeping people happy.

This isn't a corporate win to boast about in a boardroom. It’s confirmation that treating members as partners actually works. When you build products together, you don't just make a better plan; you improve the entire experience.

To mark three years of Pay Monthly contracts, we caught up with Abi, our Mobile Product Director, who led the introduction of PAYM to giffgaff, to reflect on what this milestone really means.

Doing contracts the giffgaff way

Entering the Pay Monthly space was a huge step for giffgaff, but the vision was clear from day one: keep it flexible and fair.

As Abi explains: "Our vision centred around creating a fair exchange to unlock even better value. In exchange for their commitment to stay, members would unlock better value and more data.

“In working with members, and also prospects looking to switch network, we discovered that, in addition to this need for great value, there was a need for flexibility too. So we made sure that the flexibility inherent in our Monthly Rolling and Standard Plans was still present in Pay Monthly Contracts."

This member-first focus shaped everything, from smoother app journeys to the plans themselves. While other operators introduced Annual Price Increases earlier this year, we took a very different path.

"We did the opposite, and increased data allowances, not prices instead," says Abi. "We made sure that over 2 million members benefit automatically from this too, without lifting a finger."

Built by members, for members

For Abi and the team, ranking among the best in Ofcom's report is a reassuring nod that doing things collaboratively pays off. But it's also just the beginning.

"The success of a product is never based on what we think, and instead driven by 'Does this work for members using it?'" Abi notes.

"The Ofcom report shows that we are doing a decent job. Does it mean we take our foot off the gas and stop improving things? No. But does it mean so far we’ve done well? Yes. Which means we have a great base to continue to grow from."

That growth relies on listening constantly. Behind the scenes, member feedback touches every part of giffgaff. Whether that's speaking directly with Agents to catch issues early, reviewing app usage, surveying members, or testing new ideas on the Community and through the Pioneers Panel, member insight guides what we do every day.

We only win if we all win

Reflecting on the journey over the last three years, Abi shares a heartfelt message for the teams and community members who helped build Pay Monthly contracts from the ground up:

"The idea of doing Contracts was very different for giffgaff. But we did them in a way that maintained our core values. Feedback from members all the way through grounded us, but also helped give us permission to move into this space and unlock more value for even more people."

She adds: "Remember there’s always a giffgaff way to do things, that’s rooted in creating a fair exchange. Your voice is powerful in that. Whilst we can’t say yes to everything that’s asked, we do listen and embed what we can in what we create. We only win if we all win!"

Cheers to our community

A huge thank you to every single member and team member for your care, commitment, and for playing a starring role in these results. You should all feel really proud.

We're going to keep listening, keep evolving, and keep making mobile fairer for everyone.