BT Complaint Tips

One of the most common questions we get asked is “What’s the best way to complain about BT?” So to help you out, we’ve put these following BT complaints tips together. Getting your BT complaints resolved is often a frustrating process so we’ve made it simple steps.  We must inform you that we have NO association with BT and please do not email any account details to us due to data protection issues. We setup this BT complaints website because we were an extremely frustrated and angry BT customer who was fed up with the lack of customer service received with regards to a simple phoneline installation and broadband setup… enough was enough! We moved from BT to SKY and haven’t looked back.


BT Complaint – Direct

BT’s customer service team is on 0800 800 150 (or 0330 123 4150 if calling from a mobile). You can also complain via online chat or e-form here – you’ll need your customer account number.

Alternatively, customers can write to BT Correspondence Centre, Providence Row, Durham, DH98 1BT.

Sending a letter to the CEO marked “private and confidential” used to be an effective way of getting a complaint resolved, but it’s less successful now that so many people do it. However, it may be worthwhile contacting the CEO of BT Group by email.

BT Group’s chief executive Philip Jansen can be contacted via philip.jansen@bt.comFor more chief executive information visit:


BT Complaint – Social Media

Complaining on social media can be effective. On Twitter, you can contact @bt_uk – copy @MoneyTelegraph into your tweets so we are aware of your issue.

Alternatively, try contacting the supplier on its Facebook page at

BT Complaint – Ombudsman

If your complaint hasn’t been resolved within eight weeks, or you’re not happy with the outcome, you can make a formal complaint to the communications ombudsman service.

This is a free, impartial service for communications consumers. It will investigate customer complaints and its decision is binding, so BT would have to pay up if it found in your favour.

Call: 0330 440 1614 or write to Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU.



Top Tips for Complaining to BT

  • Keep things calm and logical. Never lose your temper.
  • Have all the facts of your case to hand and paperwork/digital evidence to back up your claim.
  • Keep notes of dates and times of when you contacted BT.
  • Write down any complaint reference numbers you are given.
  • Try to get the names of people you contacted*, the call length and how much it cost you in charges and/or the value of your own time. You may have a case for reimbursement later on.
  • Don’t be afraid to ask for your problem to be escalated to a more senior manager or even go right to the top and contact members of the BT board

*Sometimes BT staff are only permitted to give their first names. 


Whatever your complaint about BT, your case will seem personal to yourself or your small business. No doubt you will be suffering a loss of service which will be frustrating and potentially serious to your daily life, income or even health.  Try not to let the issues overwhelm you and hopefully the above advice will assist you in dealing with things logically and successfully.

We are constantly disheartened to read so many stories about BT’s poor customer service, but we hope you will get things resolved.  Do let us know if you have tips to pass on to others in a similar situation or if you have success stories which you’d like us to publish.