If you are referring to a business providing a service and the provider is not doing their job a move is good.

I recently fired my insurance provider.
Lots of other options and when I was frustrated by my old company and started reaching out to other options I got answers from a different companies rep that I was not getting from my provider.
Probably cost me a few $$ more for first year or so but I switched 

Old company has problems with service and were not willing to admit it even when I got bumped up to more senior level for actions and answers