BT Complaints Procedure

Having read the BT complaints procedure we now know why BT staff don’t have to deal with a complaint quickly. We receive many BT complaints on this website about this very issue. We have to wait 8 weeks before referring to an independent body. There is also nothing in the BT complaints procedure that says that someone making statements has to identify themselves so there is no way of punishing BT staff making false statements.

View BT complaints procedure pdf 

We at especially like this part of the procedure:

We (BT) are committed to providing the best service to our customers. However, sometimes things go wrong, and when they do, we want to put them right as quickly as possible. When a customer calls BT, an adviser will try to solve the problem there and then. If this is not possible, we will agree a course of action. Billing queries are more complex and may take a little longer to resolve.

If a customer is still unhappy they can ask for the matter to be referred to the appropriate senior manager. If the complaint still cannot be resolved, the case can be taken to the BT complaint review service. The service will review all aspects of the case and strive to resolve the matter to the customer’s satisfaction.

More information on BT’s complaints procedure is provided in the back of BT Phone Books and on our website. Ofcom, the regulator for the UK communications industry, publishes advice about how to make a complaint to a telecoms company.

Comments 0

  1. On new years eve had 3 text message by home phone couldnot hear one word of message, only what no. to push to save or hear again. message inaduable not one word. So thank you for no message a crap service from a company that overcharges.

  2. Trying to get an answer from BT is enough to drive one to drink.
    Speaking to a faceless person in India, you never speak to the same one twice. They come out with the same patter like a parrot. After 7 weeks, 3 engineer visits, 2 non appearances, waiting for 5 hours at a time for an engineer to call, and numerous telephone calls. We still have no broadband connection. Where do we go from here?

  3. disgusting broadband service is the best way to describe BT, I was previously with "talk talk" (tiscali)some times slow but not to bad. Bt contacted me to change to them, they checked the service I was receiving and said they could improve greatly on that, so i changed provider, I SHOULD HAVE STAYED WHERE I WAS ! the internet service is Very Very Slow (thats being polite) I am getting timed out, always having to "refresh" I could go on and on but I think i've made my point. My post code area is SA61, I live about 1 mile from the BT exchange.

  4. Don't join bt they are disgusting. The customer service is a disgrace.

    They can't organise line transfers, broadband orders, phone connections yadda yadda yadda.
    Go with another supplier, it may take a little while longer for the system to go through. At least you won't have to go anywhere near the 40 min call waiting system, endless automated options to be told it is another departments fault.

    Its a good job that they don't run anything important like the bus service, or we would all be ducked.

  5. We cancelled with BT in September 2010, now in JANUARY 2011 we are still fighting with them over our finial bill. We weren't on a contract (just a 'carry on ' customer for the past 5 years or so) and were told as such there were no fees to pay but the final bill which would only be for 2 weeks of one month.
    Bill 1 (Oct): £24.99
    Bill 2 (Nov): £36.49
    Bill 3 (Nov): £91.48
    Bill 4 (Dec): £24.99
    Bill 5 (Dec): £15
    Every time we call India we get passed around and NO ONE helps. They were talking over me and almost insisting that I was loosing my mind. I am a very calm 'problem sorter' -no yelling or getting irritated, more flies honey sort of approach, but this company will drive me to drink! **THEY REFUSED TO GIVE ME A BILL STATING THE DATES OF SERVICE WE ARE BEING CHARGED FOR** After my last phone call to the complaints department we got a bill Jan 10, on Jan 12 we received a letter from a collection agency!!!!! We are now in process of filing a complaint with Otelo, I pray this will get us somewhere!

  6. For five months I have been chasing a refund from when I left BT at the end of my contract last September. On every occasion I contacted them, I was told that I had already been paid. Turning Detective & with help from my bank I gave them the evidence to prove that they were wrong On January 4th 2011 I had a phone call from BT to say the cashier had authorized my payment, it would arrive by cheque in approx ten days & they would email me to confirm this. (No hint of an apology for all the misinformation I had been given) needless to say one month later, no email or refund has arrived. They really do not deserve to be in business.I was made to feel as though I was trying to con them out of a paltry refund Their arrogance is unbelievable.

  7. We first complained to BT in February 2010. That’s right – A FULL YEAR AGO. As we received no answer to our letter, we turned to OTELO in May 2010 – yes, NINE MONTHS AGO. Otelo is very busy…
    A year ago, we were a bit green and thought the complaint was very straightforward; their Home IT gang damaged the settings on our computers and we wanted them put right. We know a lot more now than we did then.
    1. Going to Otelo is a waste of time. They don’t understand the issues and they accept uncritically anything BT tells them (without asking for any evidence). BT told them we had never subscribed to Home IT so must have done it ourselves. Otelo accepted this version. The people who work for this service can’t even spell.
    2. Did you notice the recorded message that BT may record your call? Our experience suggests that they record calls systematically. You should do the same. It’s easy with a digital recorder. We may have been green, but we have had experience of BT before, and we recorded our calls – including our calls to Home IT. If you have to go to court, there is no reason why you cannot use these recordings to prove your case.
    3. Data Protection Act. BT also keeps log notes of all your calls to them. If you have complained, details of your complaint will be noted. You have the legal right to all personal information kept on you by BT. For £10 you can make a request under section 7 of the Data Protection Act for these written records and for all associated call recordings. They will do their best to thwart you, but ultimately and eventually it is a criminal offence not to comply with this law. They will also tell you that there may be no call recordings. Don’t believe them. They kept ours for a full year – except for the ones we had specifically asked for, which would have proved our complaint. …But no matter, we have them anyway, because we made our own.
    4. Above all, keep a record of all the events you’re complaining about, all calls, etc.

    I believe that BT does not deal honestly with its customers. It does not want to resolve complaints fairly and can’t be bothered to look into them. It just wants to be able to note that the complaint has been ‘resolved’. We discovered from the log notes we were sent that someone from BT had rung us three times when no-one was in, then marked our complaint as ‘resolved’.
    Someone from BT has had to trace the subscription they denied we ever had right back to its beginning in 2006. They have had to refer to details that were microfiched. Someone has had to listen to around 25 call recordings in order to determine what they contained. Someone has had to trace all the log notes from 3 different departments in order to comply with the law.
    Each time we have contested (and disproved) what they told Otelo it has cost BT a little bit more in time and money, as this has gone through its successive stages.
    Would it have been easier if they had simply rectified the damage they caused at the outset?
    If more people made it more of a hassle for BT to ignore its customers, then perhaps they’d actually find it more efficient to actually respond to complaints rather than ignore them.
    Don't give up!
    John

  8. There complaints procedures are ridiculous. They answered my initial complaint by referring it to the customer options team who don't seem to ever respond.

  9. hi my name is brian nicholls my addressis 37 langwith road bolsover chesterfield s446ly account no sl4024 2557 i was told before i came back to bt that the speed of my broadband will get faster better than talktalk well it is nearly a year ago in fact most days it takesme about 15 minuets to get onto my bankonline banking everysooften it closes down i am fedupwith btit has not changed since iwas last with you i shall find a new broadband supplier and fore my landline thisis the second time i have sent in complaint no reply from my last one i sent.brian nicholls

  10. My parents who are in their 80's have got a phone line with BT. They have chosen the package which has free calls after 6 and weekends. They have been with BT for years of which they pay by direct debit and are very good customers. Just recently my mum complained to me that their bills were getting dearer and dearer. When I looked at their bill they had been charged for all the free calls after 6 o'clock going back a few months. I phoned BT to sort this out which must have been in india and they said they had changed this to free calls after 7 o'oclock. I said there was no notification of the change and they admitted that they didn't send letters to anyone only tv adverts and magazines. I spent over an hour on the phone to one person who then transferred me to the supervisor trying to get at least half the money back but the attitude was sorry there will be no refund, nothing we can do about it end of story. They don't care and they are no help, they are trying to scrape money from loyal customers and vulnerable people. I am switching by parents to sky.

  11. I have had internet and bt vision for 17 months. Last sept they messed around at the exchange and my internet keeps crashing and bt vision stops and starts and they took 8 months to send anyone to look at it. Today i got called a lying english bitch by the call center and they will only pay componsation out after the problem has been fixed . They said its been broken for a couple of weeks. Not 8 months If that was the case why did bt enginers turn up 6 weeks ago for coffee. I now going to trading standards about this. I would advise anyone who has a problem go to trading standards the same time you do the bt complaints good luck all 🙂

  12. A BT line crosses my land and was recently re-routed to my neighbours house, resulting in it being so close to the upstairs bedroom window and roof that it impeded the view. With the recent gales it has now wrapped itself onto my TV aerial. Can I find a menu on the BT site that covers anything other than the bog standard complaints? I have been to India and elsewhere by phone. Their problem is, I'm not with BT! They don't reply to letters and my neighbour can't get any satisfaction from rhem, either. Their problem is poor internet connection, which can't be improved by a telephone line being slowly sawn through. The line needs a simple re-routng to clear the house and an engineer who understands that copper will stretch when put under tension.

  13. We've been a BT customer for the past 7 years and have recently decided to move to plus net as the monthly packages are a lot cheaper. So when it came to cancelling our 1 year contract we were fully aware that there would be some kind of charge, however I was told that my contract had 're-newed itself' coinsidentely the month prior to my call therefore would have to pay for the whole year….think they had forgotten that we'd moved house 6 months before and had started a home move 1year contract. Trying to explain this to the Indian (?)customer service advisor was impossible and kept putting me on hold to discuss with her supervisor so I hung up and immediately got through to another advisor who totally disagreed with her collegue however said they would still take the money from my account as thats what BT is like so I would have to call again to argue for my money back and gave me her name as a reference and made a note on my account. So inevitably when a letter came through to say I was going to be charged a silly amount I called to 'argue my money back' as she'd said, but yet again I spoke to someone who couldn't help b ut still managed to put me on hold for 10 mins whilst refering to her supervisor!! All she said was I will report your problem to the manager of the lady who gave you her name and someone will call you back. Every time I asked a question..such as when and who will be ringing me back, she just talked over me telling me that everything will be ok and to trust her which was incredibly patronising and frustrating, she even said that she hoped I was satisfied with the way that she had dealt with my call!

    ..I am still waiting to hear from them but I won't give up. BT are a compete waist of space and with plenty of people looking for jobs, why on earth do they employ these rude, incompetent idiots??

  14. bt are dicraceful i have been a bt customer for over 10months the broadband keeps cutting out since i had the broadband. i have reported this to them on a number of occasions and have had loads of engineers out and still problem aint fixed and they tolded me they would only let me cancel my contract if the engineer says it cant be fixed. Poor service phoneline and broadband as am having problems with both. they are also a rip of to charging you for a poor discuting service. when you complain to them it falls on deaf ears they don't listen and compensation they give for poor service is uppoorling. i can't wait till my contract ends and will be contacting trading standards.

    i hardly ever recieve my bills and they took a direct debit out higher than what i previously payed without informing me and left me without money. they higher my bills saying i should pay this amount to cover my bills and then i called them they said the amount they said was to high and lowered the payments.

    I ADVICE NO ONE TO GO WITH BT THEY ARE AN UPPOORLING PHONELINE AND BROADBAND SERVICE. CHERELLE

  15. i have been lied to, put on hold and told several times by the INDIAN ROBOTS
    Sorry sir I will fix your problem this will be the last call you make we are very sorry.
    I am sorry they have more clowns than Billy Smarts Circus

  16. email sent to Ian Livingston CEO of BT
    19/04/2011 – I called BT to complain about the miss-selling of BT vision. 3 times I got through and each time the phone was put down on me. On the fourth time I spoke to someone who didn’t put the phone down I told then my complaint and they told me a pack of lies (see letter dated 20/04/11). I eventually requested to speak to a supervisor. Who put me through to a customer service department (a Scottish man). He told me to put it all in a letter. Which I did.
    20/04/2011 –wrote a letter to customer service complaints in Summary:

    In March 2010 I was told by the salesman that would get Freeview HD channels when eventually I discovered they were not. I want a refund of the last years wasted service and a cancellation without charge of the BT TV contract..
    Also I wish to complain about your customer service.
    When enquiring about my lack of Freeview, I have been told:
    1. It was a technical problem which would be passed to the database team and sorted out within 24-48 hours.
    2. 2 It was a problem with the exchange
    3. It was a problem with my contract
    4. I may get Freeview HD in another couple of months
    5. Freeview HD is not available in my area (it is)

    The person with whom I spoke on the phone showed a complete lack of comprehension of my issue and made up excuse after excuse as to why I could not get Freeview HD. I can only come to two conclusions about my terrible customer service – either you tell your staff to lie or they have no knowledge of your products.
    24/04/2011 – I was called by a BT representative (Helen Brown) she asked which of the BT services I would like to cancel (I was paying £33 per month for Broadband/phone/ BT Vision) I said only the BT Vision and that I was happy for the BB and phone to continue. I heard typing and after a few minutes I asked how much the monthly payment would be. She said £40. I said that was too much and I wanted to cancel BB and phone as well. She said that I could not as a NEW contract for BB and phone had been set up. We ended the call.
    I sent an email to BT cancelling the (new)contract. Assuming at this point that as a new contract had been set up the old contract must have been cancelled (and therefore went with another provider). THIS WAS NOT THE CASE despite being told a new contract had been set up AND having the email confirming that – it turns out that the old contract was never cancelled – BT say I owe them £304.99 in cancellation charges!!

  17. i moved to bt 4 mths ago from sky and it was the worst mistake i have ever made.Billed us 3 times the amount it was meant to be,nad took it out of my account and trying to get a refund is a nightmare. Trying to speak to a manager is a joke. AVOID THEM.W ish i had never left sky !!!!!

  18. Thinking about becoming a customer of BT? DON'T- their "customer service" should come with a government mental health warning!

    I have been trying to get BT to take payments on My account for 18 months now.

    They have admitted to having lost my debit card details after a SUPERVISOR wrote them down on a piece of paper and LOST the piece of paper.

    They have failed to process a cheque

    They have twice failed to set up direct debit mandates after having told me that the mandate has been set up.

    I have spent over ONE HUNDRED HOURS on the phone trying to resolve this issue.

    month after month I have had to suffer my line being restricted… arguing for hours… having my line reinstated… promises that my complaint has been escalated and that someone will contact me and then having my line restricted again.

    Their "customer service agents" are rude, ignorant, obstructive, obtusive, unable to grasp a simple order of events… in short they are as thick as pigsh*t… and they're the good ones!

    I have repeatedly been accused of lying, shouted down, given a dozen different versions of procedure in one conversation.

    To give an example of their idiocy today after being cut off and spending hours of arguing with them I insisted on escalating to a higher manager. I was informed that I would have to have a call back. I explained that I couldn't take calls at work as I'm a driver and can't accept calls on my mobile… and can't take calls on mobile at home as I don't get a signal. I was then offered a callback a further FIFTEEN times by the SAME operative!!!

    It appears that BT's customer service reps are there purely to think of the first bit of bullsh*t that comes to mind in the hope you will go away.

    I will now be filing papers in the county court to sue BT for the following:

    Frustration of contract
    Endangering my life and limb by illegally restricting my line
    My time spent trying to sort out their error ( approx 100hrs at £8.50/hr)
    Failing to keep my bank account details secure
    Harrassment

    it is about time this arrogant, ignorant, incompetent company was given a clear message… that if it wants to stay in business it must look after the customer. If I treated my passengers the way I have been treated by BT I'd be sacked within a week!

  19. DO NOT JOIN BT…OVERPRICED, BRAINLESS STAFF, MUCH BETTER COMPETITION

    1. had a problem 2 years ago with bt attempting to charge me for work on the line that was not done. Took 4 months to resolve and obtain full refund.

    2. I switched to another service a few months ago and recieved a letter confirming this from BT. BT are continuing to bill me even though i have no contract with them.

    DO NOT BE FOOLISH AND GIVE BT YOUR HARD EARNT MONEY…MUCH CHEAPER ALTERNATIVES AND MUCH BETTER SERVICE.

  20. OMG where do i start all i did was forget to put my account number on the back of my cheque for my bill oh they took the cash out put didn't have an account to match it to
    So i received 8 threatening letter from debt recover company's i despise them said its my fault for forgetting

  21. as ihave not been a bt subscriber for over twenty years i have been receiving a bill for somebody else at my address for over the past year. i have returned the bills as not known at this address. i have phoned bt and told them but still receive the bills and now i am getting letters from a debt recovery agency. today i have spent over one hour trying to get through to the bt complaints department but only get the automated system which is no good if you are not a bt subscriber you can not get to speak to a person. i went through the system as i wanted to join bt so i could get to talk to a person. i eventually got through to somebody in india and was promised that it would be sorted out. i was told this by bt about six months ago. watch tis space

  22. Loss of broadband service for over two weeks due to fault at junction box that they could not solve
    Then visit by BT engineer to house to check my inlet box which resulted in loss of phone service awaited further 48hrs for an engineer to visit house and he resolved it by changing box to restore phone service however broadband not resolved took further 72hrs before service was resumed
    Got next bill £20.00 higher than normal and decided to go to sky. Was meant to go active on 24th march but had to wait further 48hrs as sky had to call in engineer too fix connection at main junction box
    Then final bill of £219.44 which consisted of cancellation charges and bill of £129.99 for home visit
    Paid the cancellation charge and have disputed the home visit charge and following deadlock letter from BT have taken item up with Ombudsman who have told me that I should not have paid cancellation charges due to failure of BT to provide service

  23. Loss of broadband service for over two weeks due to fault at junction box that they could not solve
    Then visit by BT engineer to house to check my inlet box which resulted in loss of phone service awaited further 48hrs for an engineer to visit house and he resolved it by changing box to restore phone service however broadband not resolved took further 72hrs before service was resumed
    Got next bill £20.00 higher than normal and decided to go to sky. Was meant to go active on 24th march but had to wait further 48hrs as sky had to call in engineer too fix connection at main junction box
    Then final bill of £219.44 which consisted of cancellation charges and bill of £129.99 for home visit
    Paid the cancellation charge and have disputed the home visit charge and following deadlock letter from BT have taken item up with Ombudsman who have told me that I should not have paid cancellation charges due to failure of BT to provide service

  24. Loss of broadband service for over two weeks due to fault at junction box that they could not solve
    Then visit by BT engineer to house to check my inlet box which resulted in loss of phone service awaited further 48hrs for an engineer to visit house and he resolved it by changing box to restore phone service however broadband not resolved took further 72hrs before service was resumed
    Got next bill £20.00 higher than normal and decided to go to sky. Was meant to go active on 24th march but had to wait further 48hrs as sky had to call in engineer too fix connection at main junction box
    Then final bill of £219.44 which consisted of cancellation charges and bill of £129.99 for home visit
    Paid the cancellation charge and have disputed the home visit charge and following deadlock letter from BT have taken item up with Ombudsman who have told me that I should not have paid cancellation charges due to failure of BT to provide service

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