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How do I raise a complaint at exec level

ses1960 — Tue, 06 Jan 2026 11:07:39 GMT

I am trying to obtain a refund in excess of £400 for the charging of BT TV after instruction to cancel. There have been numerous attempts via on-line chat and calls with Customer support staff. The refund has been agreed several times by BT with promises that the refund would be in my back account shortly after the communications. The BT TV package was cancelled in June 2025.

How do I escalate this to exec level as actions and promises by BT customer support and billing department never materialise.

Thank you for any help / advice.

Steve

Re: How do I raise a complaint at exec level

WSH — Tue, 06 Jan 2026 11:24:39 GMT

You could try the contact details listed here:

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 do I raise a complaint at exec level

Kimberlin — Tue, 06 Jan 2026 11:49:21 GMT

@ses1960

Alternatively, you could try resolving it at National embarrassment level and send your story into BBC Watchdog and see if they'll take it up. My local BBC station is excellent at that sort of thing too, with their own mini consumer programme that takes up a customer complaint that the company involved just doesn't seem to want to resolve. They get results.

Or, you could let this slide on for another six months until you're told your complaint/refund has gone beyond some sort of time limit. It seems from your explanation of timings, this has gone on for almost 7 months, time to get tough I think.

Re: How do I raise a complaint at exec level

Peter_W — Tue, 06 Jan 2026 11:54:29 GMT

Thanks for taking the time to share your experience here, @ses1960.

The link that @WSH has shared here should have all the details you need on how to raise this to Executive Level, and if you use the email address listed on that page it should go to them direct.

Please keep us posted on how you get on though, and if needs be we can get it chased further from there.

Peter