This topic

How To Raise A Complaint?

jason80999 — Mon, 01 Jul 2024 13:09:49 GMT

Hi,

I am looking for advice on raising a complaint to the highest person possible to resolve the issues I have been having with BT in the last 6-7 months. What is the best way to do this? The complaints that advisors have raised for me on calls have been closed almost immediately and they don't go anywhere.

My initial contact with BT was for options/new prices for upgrading my broadband. This has now escalated to 6-7 months of being passed around multiple departments, being on hold for 2hrs at a time and nowhere near having my account issues resolved. An error by BT in 2022 led to DI issues on my account (to the point they couldn't even close my BT account down). The latest resolution was to get a new line installed in my property (which has affected my credit rating). I have now been told the new line has not resolved the issue and I am back to square one. I have been promised a call back every time I come off the phone with BT but never get one. I have to call up each time and be on the phone for 1-2 hours at a time. I should not be waiting for this issue to be resolved all because of an error by BT.... Surely someone in the business knows how to fix the issues on my account. I feel this needs to be escalated to someone higher up for it to be taken seriously. I can't put up with any more calls to run through all my issues and be put on hold for hours at a time.

Someone please help?

Thanks
Jason

Re: How To Raise A Complaint?

Keith_Beddoe — Mon, 01 Jul 2024 13:16:35 GMT

@jason80999

Welcome to this user forum for BT Residential phone and broadband customers.

It would be best for one of the forum moderators to investigate your issue, as that have access to all your details, and can escalate if needed. They have a very good reputation in reaching an agreeable solution.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

Re: How To Raise A Complaint?

jason80999 — Mon, 01 Jul 2024 13:28:10 GMT

Thanks Keith

Re: How To Raise A Complaint?

NeilO — Mon, 01 Jul 2024 14:55:16 GMT

@jason80999 I'm so sorry the DI issues have not been resolved and appreciate that you shouldn't have to keep chasing us for a resolution. I'll send you a private message so you can get in touch.

Neil

Re: How To Raise A Complaint?

jason80999 — Thu, 04 Jul 2024 07:47:22 GMT

Does anyone know the best number for the complaints department or a customer relations team? I haven’t had a response from the mods yet and my internet has been cut off today even though I have been paying my bills etc. I need this resolved asap.

Re: How To Raise A Complaint?

Keith_Beddoe — Thu, 04 Jul 2024 07:52:08 GMT

@jason80999

The moderators deal with each request in strict order, and will deal with yours when you get to the top of the queue. They are the best people to deal with your issue.

Provide you replied to the private message from @NeilO , you are in the queue.

Re: How To Raise A Complaint?

jason80999 — Thu, 04 Jul 2024 08:11:24 GMT

Ok thanks Keith. I have replied so hopefully will get a response soon. It has been over 48 hours and now my internet has been cut off due to these problems with no warning…. Shocking behaviour.

Re: How To Raise A Complaint?

Keith_Beddoe — Thu, 04 Jul 2024 08:15:55 GMT

The 48 hours is just a default message. They seem to be picking up tasks within a few days, and may already be looking at your problem, hence the disconnection.

Re: How To Raise A Complaint?

PleaseHelpMe4 — Sat, 05 Oct 2024 12:50:16 GMT

I am at my wits end trying to raise a formal complaint. I have complained so many times by phone, but are getting no where. Would you please help.

Re: How To Raise A Complaint?

Lesley_W — Sun, 06 Oct 2024 07:35:18 GMT

Hi @PleaseHelpMe4

Welcome to our community.

I'm sorry you're having trouble getting a resolution. You can see all of the ways to make a complaint in our complaints code of practice.

Lesley

Re: How To Raise A Complaint?

PleaseHelpMe4 — Sun, 06 Oct 2024 11:07:17 GMT

Thanks for this. I complained by telephone numerous times and have entered into detailed discussions with a number of customer services agents. Some have been helpful, some less so. Each time BT have agreed to implement a Distance Selling Regulations Revert. It is now 10 weeks since I raised the original complaint, but still no revert. A couple of weeks ago, following advice from the Communication Ombudsman Service, I was provided with the complaints resolution e-mail. I sent an email to this address, but despite a chaser a few days ago, have received no acknowledgement. My case is very straight forward, and I have suggested a way forward to continue with BT. I think most of the problem stems from the transition to EE Broadband. I just happen to place an order as old offers were closing and new packages were being sold.

Would you be able to help please.

Re: How To Raise A Complaint?

Lesley_W — Sun, 06 Oct 2024 12:28:31 GMT

Thanks for your reply @PleaseHelpMe4

We don't have account access here on the public forum to be able to assist with specific queries, but if you have emailed our complaints team, they will reply as soon as they can.

Lesley

Re: How To Raise A Complaint?

PleaseHelpMe4 — Sun, 06 Oct 2024 13:00:17 GMT

Oh, Okay. Would it be possible to discuss in a PM please.

Re: How To Raise A Complaint?

Lesley_W — Sun, 06 Oct 2024 14:07:50 GMT

You can of course send me a message @PleaseHelpMe4

However, even in private I am unable to access your account to help with anything specific.

Lesley

Re: How To Raise A Complaint?

PleaseHelpMe4 — Sun, 06 Oct 2024 14:33:33 GMT

I am not sure that Moderators have access to account information anymore. (See response from Moderator in thread below). I am certainly getting the impression that there has been a change of policy on complaints management, but happy to be proved wrong.

Re: How To Raise A Complaint?

PleaseHelpMe4 — Sun, 06 Oct 2024 17:48:35 GMT

Just been contacted by a very nice man at BT Complaints. Thanks for your help. Case solved!

Re: How To Raise A Complaint?

Michael_D — Mon, 07 Oct 2024 08:21:12 GMT

Thanks for keeping us updated @PleaseHelpMe4

I'm glad to hear that you've been able to get it resolved.

Michael