With British Telecom being one of the UK’s largest Phone Service Providers (also now broadband, video on demand etc), and being based out of London, you’d think following their complaints procedure would be pretty straight forward. This isn’t always the case however, so we’ve put together a step-by-step guide to get you through the process smoothly.
What You’ll Need
Before we show you how to make a complaint, here are a few things it’s recommended you have prepared before you do:
- A brief description of your complaint
- Your desired outcome
- Relevant personal information
- Account numbers and reference codes (these can be found on your latest bill, or previous BT paperwork)
To Complain By Telephone
BT recommends calling their complaints department, and so do we. Their phone lines are open 8am to 8pm on Weekdays, and 9am to 6pm on Weekend, so you can get in touch with them around your life.
To file a complaint about your bill, account or a general matter please call this number: 0844 220 4020
For maintenance or repairing a fault you can call this number, 24 hours a day: 0800 800 151
To Complain Online
If complaining Online is more your thing, head to the Contact BT page and register your complaint with the appropriate department.
To Complain By Post
Complaining by post may be old fashioned, but it’s still an effective way to get your point across. If you’d like to lodge a complaint through this method, please send a postal letter to the following address.
BT do insist on calling you back upon receipt of your letter, so be sure to include that information.
Customer Service Manager
BT Customer Correspondence Centre
If All Else Fails…
When 8 weeks has elapsed since the time of your complaint, and you still don’t feel happy with the outcome – all is not lost. You can contact their OFCOM approved Onbudsman Service, upon receipt of your deadlock letter. You could also call the Onbudsman Service on 0330 440 1614 or 01925 430049.