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How to resolve a complaint?

howrandomisthis — Fri, 19 Jun 2026 15:23:15 GMT

I have an ongoing complaint which is not being resolved. This is because of a huge mess up with a broadband fibre connection. Responsibility has been accepted by bt that a mistake was made. It has been escalated I believe but the team is now ignoring my emails. I was given two names and had hours of phone conversations plus email messages directly with these two people who assured me everything would sorted. They have admitted fault and agreed to put back everything to how it was. I have emails promising money wouldn't be taken bt it has. Bt have wrongly taken about £400 in cancellation fees and ongoing charges associated with a mobile phone account. My emails and calls are being ignored and there is no process allowing me to speak to the right people. Each time I call I spend an hour explaining the situation anew. What do I do?

Re: How to resolve a complaint?

imjolly — Fri, 19 Jun 2026 16:54:28 GMT

As you are not making any progress then try emailing consumer resolutions

Our complaints code of practice. https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf

Re: How to resolve a complaint?

FLC — Sat, 20 Jun 2026 10:53:03 GMT

If more than 6 weeks have elapsed since you raised the complaint you can also escalate to the ombudsman.

https://www.commsombudsman.org/raise-dispute/bt-consumer

Re: How to resolve a complaint?

howrandomisthis — Sat, 20 Jun 2026 14:01:28 GMT

Do you know if this email works consumer-relations@bt.com ?

I am hugely disappointed that having established a solid line of communication with two bt managers they have chosen to start ignoring me. They have admitted it's their fault. They have effectively swept me under the carpet. Its made worse because I am unable to speak to anyone about this.

Im reluctant to begin this whole journey again with email with their consumer-relations. I've literary spent 5 or 6 hours on the phone to get to a point where I thought it was being sorted out. Then Im being ignored. It's so frustrating.

Re: How to resolve a complaint?

imjolly — Sat, 20 Jun 2026 15:22:26 GMT

The email works and it goes to the executive complaints who are the highest complaints level. They will help you get your complaint resolved

Re: How to resolve a complaint?

Katie_B — Sun, 21 Jun 2026 07:28:32 GMT

Hi @howrandomisthis.

Thanks for coming here.

I am sorry to hear that nobody has got back to you yet regarding your ongoing complaint.

We don't want customers to feel like they are being ignored so I would love to see if I can chase this for you.

When you have a moment please check your community inbox.

Kati