Our Commitment to Resolving Complaints

At BT International, we are committed to providing high-quality products and services to our customers, partners, suppliers, and other stakeholders worldwide. We recognise that, from time to time, concerns or complaints may arise, and we are committed to addressing them fairly, consistently, and in a timely manner.

This Complaints Code of Practice explains how complaints can be raised and how they will be managed by BT International and its affiliated companies. Our objective is to ensure that all complaints are handled professionally, transparently, and in accordance with applicable local laws and regulatory requirements.

How to Use This Page

BT International operates across multiple countries and regions. Complaint handling processes, contact details, escalation routes, and regulatory requirements may vary depending on your location and the services you receive.

Please select the appropriate language and/or country from the navigation menu to view the Complaints Code of Practice relevant to your jurisdiction. Each section contains:

  • Information on how to submit a complaint;
  • Contact details for the relevant BT International office or team;
  • Expected response and resolution timescales, where applicable;
  • Details of any escalation procedures;
  • Information about independent dispute resolution or regulatory bodies, where required by local law.

Our Complaint Handling Principles

When handling complaints, we aim to:

  • Make it easy for customers and stakeholders to raise concerns;
  • Acknowledge complaints promptly;
  • Investigate complaints thoroughly and impartially;
  • Keep complainants informed of progress where appropriate;
  • Resolve complaints as quickly as reasonably possible;
  • Learn from feedback to improve our products, services, and customer experience.

Information to Include When Making a Complaint

To help us investigate and resolve your complaint efficiently, please provide as much relevant information as possible, including:

  • Your name and contact details;
  • Company name (if applicable);
  • Account, service, or reference number (where relevant);
  • A clear description of the issue;
  • Dates and supporting documentation, if available;
  • The outcome you are seeking.

Accessibility and Language Support

We are committed to ensuring our complaints process is accessible. If you require assistance accessing information on this page or submitting a complaint, please contact the relevant local BT International office listed in your jurisdiction-specific section.

Local Requirements

The information contained in each country or language section supplements this global Complaints Code of Practice. Where local laws, regulations, licence conditions, or regulatory requirements impose additional obligations, the applicable local provisions will prevail.

Updates to This Code

BT International may update this Complaints Code of Practice from time to time to reflect changes in our services, business operations, or legal and regulatory requirements. The latest version will always be available on this website.