This topic

How can there not be an Email for complaints?

Mark-Saint — Mon, 17 Jun 2024 12:19:07 GMT

I don't want to chat on a phone!

a) I dont have time,
b) I want to keep my thoughts clear and on subject (there are many)
c) I want a paper trail

Writing gives me no record they've even received it, and I cant send attachments without printing

Emails give me time to compose it, provide screenshots, and the trial for responses.

I know BT obviously want to move us all to EE and I presume shut BT down (monopoly by the back door) and they will succeed as I've really had enough of them! but in the meantime, I still have issues with current services, or lack of them, and would like responses quicker than 28 day turnarounds for each exchange.

Re: How can there not be an Email for complaints?

Mark-Saint — Mon, 17 Jun 2024 12:25:07 GMT

At present I have no landline thanks to the digital switch, and being mis sold a product (my supposed smart hub 2 sent to me a couple of years ago is obviously not a smart hub 2 as it doesn't have the phone socket)
I was sent no new equipment prior to the switch. so come switchover i have no landline.

Not sure I see the point in it anyway, as it isn't really a landline now. (so what are we paying for)
so was looking for bb only, but as the site also has no search function (again unbelievable) That proved hard to find for an existing customer.

Oh and so many issue with the website - throwing me out of the my bt area back into main site, cant even see my bill, tries to send me to EE the list is endless.

I was a happy BT customer for decades - this is just a joke

Re: How can there not be an Email for complaints?

garybs29 — Mon, 17 Jun 2024 12:28:22 GMT

At the bottom of every page on here there is a "make a complaint" link - Complaints | BT Help

Re: How can there not be an Email for complaints?

Anonymous — Mon, 17 Jun 2024 12:36:50 GMT

You can't currently drop your phone service without starting a new broadband only contract. And you can't do that online. If you have a call plan you could reduce that to PAYG & just wait for for contract to end before moving elsewhere, if that's your desire.

Early SH2 has a sticker over the phone socket, could that be the case? SH & SH2 are very different looking so it should be easy tell which you have.

As for complaints, what better way to keep your Ofcom statistics down than make the process as difficult as possible? Then if someone perseveres, close the complaint without any response.

Re: How can there not be an Email for complaints?

naylor2006 — Mon, 17 Jun 2024 13:13:34 GMT

The complaints email address is locatable online, you just have to find the bt complaints code of practice document via google, I cant post the email address here its against the rules and probably isnt a good place to have it readily available, so fair enough.

I had a really complicated complaint and it was much better to write it all down, it took a few days for someone to get back to me but eventually everything got resolved and I ended up happy.

Re: How can there not be an Email for complaints?

Mark-Saint — Mon, 17 Jun 2024 14:06:56 GMT

Thanks for the sticker clue

WTF couldn't they say that on the help pages

My router is not easily accessible (hard to get to) as its not something you normally need to touch - no way I would spot that without a hint

Re: How can there not be an Email for complaints?

Mark-Saint — Mon, 17 Jun 2024 14:11:43 GMT

I didn't say I couldn't find the complaints links - my complaint was there is no email, only phone (useless) or snail mail (no digital paper trail)
Even the HMRC has an email procedure and they are notoriously difficult to lodge a complaint against (done it successfully twice)

as other poster says - make it as hard as possible, and ignore all but the most persistent = low complaints stats

Re: How can there not be an Email for complaints?

gg30340 — Mon, 17 Jun 2024 17:24:31 GMT

@naylor2006 wrote:

The complaints email address is locatable online, you just have to find the bt complaints code of practice document via google, I cant post the email address here its against the rules and probably isnt a good place to have it readily available, so fair enough.

There is nothing stopping you posting the email address to a BT Department especially if it is provided in the BT Code of Practice.

What you can not to is post BT Employees email addresses or personal email addesses of an individual or company email addresses.

Re: How can there not be an Email for complaints?

naylor2006 — Mon, 17 Jun 2024 17:27:14 GMT

Have you tried typing that email address in before?

out respect for the rules I’ve obscured it from the error also.

Re: How can there not be an Email for complaints?

gg30340 — Mon, 17 Jun 2024 18:28:08 GMT

Obviously I can not see the email address so I can not comment on the address or why it has been blocked but I fail to see why if it is a genuine BT email address which is given out in BT's complaints procedure.

EDIT: I found the email address and when I tried to post it got the same error as you which is rediculous.

If you are looking for it it is contained in the folowing link. Download the PDF for the Customer Comlaints Code of Practice

https://www.bt.com/about/bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice

Re: How can there not be an Email for complaints?

Anonymous — Mon, 17 Jun 2024 18:35:38 GMT

@gg30340

Numerous generic complaints & executive team email addresses that have previously been posted have always been removed with a comment that it's not allowed.

Re: How can there not be an Email for complaints?

gg30340 — Mon, 17 Jun 2024 18:49:02 GMT

I am aware of what email addresses are "not allowed" to be posted and are subsequently removed but they do initially get posted and are not blocked automatically preventing their posting in the first place.

Re: How can there not be an Email for complaints?

naylor2006 — Mon, 17 Jun 2024 18:49:22 GMT

Sorry I wasn’t being facetious, I assume you’d know the email I was talking about given your status. I didn’t want to post an image of a banned email address, I like these forums.

Ive replied to numerous posts on here asking people to look up the Code of Practice when they have asked for a complaints email, because it is blocked I don’t want to get into trouble or suspended or whatever by being too helpful with it. It worked out for me to look it up and it’s not overly hard to find.

Also I do understand why it is blocked, complaints should be for genuine complaints and not just disgruntled issues with performance etc, if it was super easy to complain the resolutions team would get bombarded and if you don’t complain after a couple obstacles then maybe it’s not a genuine complaint.

I got to a point where I was so mad with calling through that I’d have done anything to solve the problems which is why I found that document, and to be fair to BT they replied and sorted it out.

Re: How can there not be an Email for complaints?

cwking — Thu, 22 Aug 2024 17:27:45 GMT

...and why not ? what's all the big secrecy ?

People want issues to be resolved if they are not getting the service they are paying for to complain the easiest way possible ,

It seems to me BT doing their best to lower their complaint statistics, by only offering :

a) Phone: asking to phone in knowing people will have to wait for eternity and if they have not hanged up by waiting they would have done by the dreadful music (again its used used in the hope to put people off hanging on ).

b) by asking people to write in by letter ... how drocianian is that ! they know perfectly well its far easier to have a web based complaint procedure or use email , they are looking for ways to lower their complaint level and this is the latest tactic BT are using , quite plain to see

Re: How can there not be an Email for complaints?

cwking — Thu, 22 Aug 2024 17:40:28 GMT

Thanks have found it on the info provided , but why are BT scared to reveal their complaints email or web based the quickest and convenient way , unless they are so overwhelmed with complaints they cannot cope . or a way of exploiting their disaffection ratings by making complaint's harder to process.

I bet I would not have to scour their website in this way if I wanted an upgrade

Re: How can there not be an Email for complaints?

LMC2 — Thu, 12 Sep 2024 20:20:56 GMT

Thank you for the direction to the email address, much appreciated

Re: How can there not be an Email for complaints?

HPB37 — Sun, 05 Jan 2025 10:50:34 GMT

Unfortunately it only leads you to the same preset subjects as on the contact page and on the phone. I have found an emails address via Google but will no doubt find out whether it's actually working in due course. Otherwise they only have a postal address.

Re: How can there not be an Email for complaints?

shobfb — Tue, 22 Jul 2025 11:46:24 GMT

Agreed, I have filed and notified to the Communications Ombudsman upon reviewing BT code and complaints process - which all agents are resistant to even direct customers to.

Re: How can there not be an Email for complaints?

Daedalus2000 — Tue, 13 Jan 2026 13:36:54 GMT

I had cause to look today and the online BT page about their complaints process still lists an e-mail address.

I sent an e-mail to that address and promptly got a read receipt to say that it had been deleted without having been read!

Even the web-chat appears to have been discontinued.

Re: How can there not be an Email for complaints?

Kimberlin — Tue, 13 Jan 2026 14:11:20 GMT

@Daedalus2000

Streamlining and cutting back. The bigger you become, the less you care.

Now it’s ’Call Us’ and you’ll be talked at and bamboozled into a product you might not need or ever want.

That’s why I loved switching using OTS so I didn’t have to listen to some poorly trained call centre person talk a load of utter carp to me.