Concerned about our Service? – How to make a Complaint.
Complaints – Code of Practice for Managing Customer Complaints / Dispute Resolution
Our Commitment
We are committed to providing you with the best telecommunications service in the world. But, despite our best attempts, things can go wrong leaving you dissatisfied with our products and services. If this happens, we want to know so that we can put things right as quickly as possible. In managing complaints, we have to follow the Code of Practice principles set out by the Commission for Communications Regulation (ComReg).
Complaints Process
How to contact us:
Please fill in the online form and a member of our team will be in contact as soon as possible
Register a complaintDigital Services Act
The Digital Services Act (“DSA”) requires intermediary service providers to designate a single point of contact to enable direct communication with users and relevant European Institutions regarding the application of the DSA. These parties may contact BT at dsa@bt.com. Communication should be in English.
BT Group’s transparency reporting which includes details on content moderation as are relevant to the DSA is available at Protecting privacy and free expression - Responsible - Responsible business | BT Plc.
Complaint Handling
We’ll acknowledge all complaints sent in by letter or email within 24 working hours of receipt. We’ll record each complaint with a unique reference number on a tracking system. We aim to resolve complaints within 10 working days.
Escalation
If you’re not satisfied with how your complaint is being handled you can ask for it to be escalated within BT or refer it to the Regulator
Refunds
BT use Electronic Funds Transfer (EFT) as the mechanism to pay refunds and this will be triggered when appropriate during the resolution of the complaint.
Statutory Rights
Your statutory rights are not affected by this Code of Practice.