Tips and help on how to make your BT complaint heard.
- Always complain directly to BT first. Then:
- Once BT feels it has it, it should give you the chance to go to an Ombudsman scheme.
This costs you nothing.
For Otelo call: 0330 440 1614 or 01925 430 049; or
for CISAS 020 7520 3827.
After eight weeks you have no resolution, you can go to the Ombudsman, anyway.
- Alternatively, go to the small claims court.
This will cost you a fee which you get back if you are successful in winning your case
Different companies are signed up to different Ombudsman schemes. BT, Post Office, Sky, TalkTalk, O2, Tesco and Virgin Mobile are members of Otelo, while Virgin Media, Orange and T Mobile are members of CISAS. Telecoms companies are under no obligation to tell you about the Ombudsman until they feel they have resolved the complaint, which can take months.
Six months after your phone complaint is closed by the company, you are barred from going to the Ombudsman. A fact the companies again neglect to point out. Telecoms regulator Ofcom is investigating the need for a complaints code of conduct. Ofcom’s guidance can be unhelpful.