Shares in BT Group PLC (LSE:BT.A) fell 2% to 211.5p after the telecoms watchdog opened a probe into whether the company had shared misleading accounts about how it was dealing with customers.
Ofcom said it was investigating the FTSE 100 telecoms group over whether it failed to comply with legally binding requests for information.
The regulator said it had requested data in December 2023 from BT’s EE and Plusnet divisions on customer experiences relating to landline and broadband services.
The information was intended to support an annual report that compares customer service between providers, which is designed to help consumers assess providers and encourage improvements in service standards.
However, the regulator said initial evidence indicates the responses from EE and Plusnet “may have been incomplete and/or inaccurate”.
Ofcom will now gather further evidence to determine whether BT breached its statutory obligations.
The watchdog stressed that companies are legally required to provide accurate, complete and timely responses to information requests, underlining the importance of reliable data in monitoring service quality across the sector.
BT has not yet commented on the investigation.