BT customer complaints code

Transcription

1 BT Customer Complaint Code Annual BT customer complaints code 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 Hard copies are available and free on request. Make sure you include the account number and or telephone number of the service you re complaining about and the UK address you would like the code sent to. Alternatively please visit our website where a PDF format of this document can be found If you d like a copy of this code in Braille, large print or audio CD (including a text data file that can be used on PCs) please ask us. The information provided in this code is not contractual and is in addition to any other rights you may have under the terms and conditions that apply when we supply services and equipment to you. You can find these terms at All information was correct when this code was published (November 2014). We provide services throughout the UK, although some may not be available in Hull. British Telecommunications plc Registered office: 81 Newgate Street London EC1A 7AJ Registered in England No

2 If you re not happy with the service we ve given you How you can complain We are committed to giving you the highest quality of service, even so, things can go wrong. When they do, we want to know so we can put them right as quickly as we can. Here are the ways you can complain to us: Online Go to and click on Contact BT. This way, you won t have to write, print or post a letter to us, and we can handle your complaint sooner. If you use British Sign Language, please go to By phone If you re a residential customer and your complaint is about sales, a bill or general matters, call us free on between 8am and 8pm Monday to Friday or 9am and 6pm on Saturdays or Sundays. This call is free from your landline. If you use a textphone, you can call us free on If you aren t able to complain yourself, you can ask someone to register a complaint and act on your behalf. If you are reporting a fault, call us free on This line is open 24 hours a day, seven days a week. If you d like to speak to someone about a complaint associated with a fault that is yet resolved, our customer service advisers are available from 7am to 11pm, seven days a week. If you re a small business customer with ten or less employees and your complaint is about sales or services, call us free on between 8am and 6pm Monday to Friday. If your complaint is about a bill, call us on between 8am and 6pm Monday to Friday or 8am and 1pm on Saturdays. If your complaint is about repairing a fault, call us free This line is open 24 hours a day, seven days a week. Our customer service advisers will try to solve the problem while you re still on the line. Payphones If you d like to complain about a BT payphone, call us free on By letter It takes longer to reply by letter but, if you prefer to write, please send your letter to the appropriate address below. Make sure you include the account number and telephone number of the service you re complaining about. If you re a residential customer, write to: Customer Service Manager 2

3 BT Customer Correspondence Centre Providence Row Durham DH98 1BT If you re a small business customer, write to: BT Business Accounts Providence Row Durham DH98 1BT We ll normally get back to you by phone but will gladly confirm any particular points in writing if you wish. Content on BT Sport If your complaint is about something you ve seen on a BT Sport programme, go to: What we ll do and when Our aim is to solve any problem to your complete satisfaction, and our customer service advisers will try to do this as quickly as possible, preferably during a phone call or exchange. If we can t do this, we ll agree with you what we can do. We aim to respond to a letter within ten working days, an within five working days and if we can t sort out your complaint when you phone us, we ll call you back within five working days. We ll try to sort out your complaint on the spot but whatever happens, we ll respond and try to keep you regularly updated if it s going to take a while to check into things. If an advisor can t sort out your complaint, we ll review it and escalate the complaint to an appropriate level within the company. We settle most complaints by this stage but, if not, we ll explain our final position. In some cases, we might send you a deadlock letter. This means there s nothing more we can do. You can ask for a manager to review your complaint at any time if our adviser hasn t been able to help and hasn t already offered to refer things to a manager. What you can do if you re still not happy If you re still not happy having followed the process explained above, and we ve sent you a deadlock letter or eight weeks have passed since you complained, you can refer your complaint to Ombudsman Services: Communications. Ombudsman Services: Communications Ombudsman Services: Communications provides a free independent service for customers who aren t satisfied with the final outcome of their complaints. 3

4 4 Ombudsman Services: Communications can t deal with complaints about commercial policy (such as, for example, our prices or broadband availability). Nor can it deal with complaints from businesses with more than ten employees.

5 If you complain to Ombudsman Services: Communication, you must do so within six months of receiving your deadlock letter. If we haven t sent you a deadlock letter, you must contact Ombudsman Services: Communications within nine months of making your complaint to us. You can contact Ombudsman Services: Communications at: Ombudsman Services: Communications PO Box 730 Warrington WA4 6WU Phone: , or Fax: or Textphone: or [email protected] Website: PHME