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.
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.