BT Customer Complaints Code

For BT customers looking for the BT customer complaints code then we have taken this from the BT website so you can easily access it. 
This is what BT say:
As hard as we try, we might not always get it right. This Customer Complaints Code gives you clear and useful information about what you can do if you’re not happy. It tells you:
  • how you can complain
  • what we’ll do and when
  • what you can do if you’re still not happy

This code is available in Braille, large print and Audio CD (including a text data file that can be used on PC’s). If you require any of these alternative formats please ask when requesting the code and we will arrange to send you one.

Hard copies are free on request.

We hope you find the BT code useful, if you wish you can download a version of the Complaints Code
PDF document

To view the download on this page you may need some software. This can be obtained by following the links below.

Get Adobe Acrobat Reader

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  • I wish to log in another complaint regarding our bill that we have received from your Debt Recovery. When I called in July to close off the account, I was told that the account was zero and it would be closed. I made another phone call in August, and was told that we owe £104. We haven’t been using this line rental early 2015 and that’s why we had to call you to stop our home landline and the bt internet.

    Secondly, We received two bills from you one after another, one of them is from your Debt Recovery with the amount of £85.13. However looking closely at this bill, we found out that the phone number is 018******** which was our previous residence in Bicester, Oxfordshire. I explained all these to one of your BT complaints advisor on 23rd of October, 2016 and the advisor did not even know our new number to our new home. I told her that I’ve just entered it on your automated system. We have already cancelled our line rental from Bicester in 2014 before we moved into 7 Coniston Way, Milton Keynes and made another request for our new home landline.

    How could you send us a bill that still got our old number from our previous residence? please look into this and reply to us as soon as possible. We’ve bee told different things, sending us wrong bills and incorrect inforamation.

    Please reply to us as soon as possible.

    looking forward to your quickest respond.


    Mrs Unaisi Murivatu

  • I logged a complaint with the chat room at 18.50 on 29/07/2018, and was provided with a complaint reference VOLO13-317236795289. Was advised I would be contacted by complaints department within 24 hours. It is now 72 hours since my complaint.

    My account no. is GB 1941 3009 M009 6J and was alarmed to see a charge of £30.146 on my July Bill dated 28/7/18. This was described as Roaming Charges for 2 incoming calls on 28 June at 16.13hrs. The Roaming country being shown as Maritime. I do confirm that I was on a Round Britain cruise at the time, At 16.13 we would have been adjacent to East Anglia.

    There are 2 aspects of my complaint. Having looked at your tariff I cannot see where it shows I can be charged with incoming calls. However the important point is that my call log does not show any incoming calls on 28 June. Neither my nor I can remember any incoming calls at all aboard ship. Are you able to prove that I had a call and a conversation on that date?

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