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Here is a good example of how to write a letter of complaint to BT.
To Whom It May Concern:
This is my second letter of complaint, after having given up on calling you. When I call I have to wait on hold for 45 minutes and then speak to someone, who I presume is in an Indian call centre who promises me he/she will solve all my problems and then does nothing.
I have a number of complaints, that have lead me to the conclusion that if they are not solved within a month from the date of receipt of this letter then I will contact Watchdog, the national papers and cancel my contract with you.
I moved into my first home with my wife a week before our wedding. After out wonderful honeymoon we started looking at getting a phone line installed, along with broadband and television. After looking online we found that your BT Value Bundle would be the best deal for us. It offered us all 3 (including free evening and weekend calls) for £6.95 a month (this was half price for the first 6 months) plus the cost of line rental (quoted at £10.50).
So I called your sales call centre, and was told I had to set up a land line first. So we went through the procedure for that and we were told that 48 hours after the phone line was up and running we could apply for BT vision and broadband. On the day our phone line was meant to be up and running, it was still not working. So we called your helpline and they said that it had been cancelled. So they reinstated it and a week later our phone line was working.
However I received a letter that same day that said I had signed up for unlimited free calls that cost me £6 a month, I had never asked for this and didn’t want it. I called and explained this to your call centre who said it wasn’t a problem and she cancelled it for us.
We then called to set up BT vision and Broadband. Thankfully that went fine.
We received and paid initial payments for £50 for BT Home Hub, £30 for BT Vision Box and £17 for I don’t know what as you never sent me a bill for it!!!!
We then received a shocking bill for £260 (approx) We had been charged a cancellation fee for the Unlimited free calls that we hadn’t wanted in the first place! We called 5 different times and each time we were told the bill had been amended to take this charge off, but each time we received a bill with the same amount!!
Our main issue with the bills are that we receive 3 of them. We cannot work out what we are paying for!! By the looks of it we are paying 2 sets of line rental which is incorrect. Also the bills seem to be quarterly when I had requested them to be monthly.
I don’t mind paying what we owe, however I haven’t a clue what we owe, your call centre workers just confuse me further. They each have a different explanation!!
Also for the last 2 weeks our BT Vision box hasn’t worked. We were told an engineer would contact us within 48 hours over a week ago.
As you can see, your company has let us down in every way imaginable. It has caused unbelievable stress on our relationship, at a time when we should be enjoying our newlywed status we are stressing over your company’s incompetence.
My requests are simple.
We would like the BT Value Bundle. Paying £6.95 a month plus £10.50 line rental. With clear bills!
We would like our BT Vision Box to be fixed.
We would like some kind of financial compensation for the stress that has been caused to us by your company.
Please cancel our contract with you immediately, we wish to have no ties to your company.
We look forward to hearing your prompt response.