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Executive complaints lack of communication

gadgetdad — Tue, 21 Jul 2026 15:58:54 GMT

I raised a complaint recently about Halo 3 not working in my house which was handled by the ombudsman. The outcome is being dealt with by the Executive Complaints team who have stopped communicating with me.

There is no way that I know of to contact the person handling the resolution and all telephone numbers given for complaints are directed to the same options list that does not have a complaints option. Even the number in the Complaints code of Practice doesn't have a complaints option!

Given that the welcome message on all published BT contact numbers tells me how committed BT are to customer service I am disgusted at the lack of response.

Is there a way to communicate with the person handling the resolution in Executive Complaints or am I at their mercy?

Re: Executive complaints lack of communication

imjolly — Tue, 21 Jul 2026 16:21:14 GMT

Try sending email to consumer resolutions teams that will be picked up by ELC and hopefully referred to personwho you are dealing

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: Executive complaints lack of communication

Peter_W — Tue, 21 Jul 2026 16:37:46 GMT

Welcome to the Community, @gadgetdad

Normally a complaint will be handled by our Executive Team first, and then if it reaches the point of deadlock it would be referred to the Ombudsman for independent review.

One it's been referred to the Ombudsman, any communication would need to go through them directly who would liaise with us on your behalf.

You can find full details of this process in our complaints code of practice that @imjolly shared above, too.

Peter

Re: Executive complaints lack of communication

gadgetdad — Thu, 23 Jul 2026 09:26:54 GMT

Thanks to those who replied.

I did try the ombudsman but the person they told me to contact was the digital resolution team not the executive complaints team. Gave up with them.

Tried all the on-line documentation and got nowhere. It's out of date including the code of practice'

Tried all of the phone numbers. None have a complaints option and staff who answered don't know or would not provide a contact number.

The day after posting on this forum I received 2 calls from the executive complaints team and the problem was resolved within hours. I also received contact details for one of the team should the issue not be resolved.

Very professional team once contact was made.

Re: Executive complaints lack of communication

gadgetdad — Thu, 23 Jul 2026 09:30:59 GMT

Many thanks for this. I will note the link for future use. The team eventually contacted me the day after posting on this forum and resolved the issue. Appreciate your quick response.

Re: Executive complaints lack of communication

gadgetdad — Thu, 23 Jul 2026 09:35:38 GMT

Hi. The complaint was passed to the team from the Ombudsman as a resolution decision had been made. I was working with the executive complaints team as they were implemented the resolution but then all communication stopped. Nobody in the team had provided me with any form of contact details to check on the progress of the work which seemed to have stopped.
I appreciate your quick response and the team contacted me soon after I posted on the forum. I have noted the links provided in other responses but in a nice way hope that I don't have to use them in the future. Thanks again.