This topic

Make formal complaint about BT treatment of vulnerable person

ianfc — Wed, 25 Sep 2024 10:27:04 GMT

I need to make a formal complaint about the appalling service BT have provided for a vulnerable relative but the only option I can find on their website is to call, and then there is no option to complain and a wait time of more than 45 minutes to speak to someone, or by post. I've tried sending a private message on X (Twitter) but don't hold up any hope they'll respond there.

Last time I called BT I got cut off after waiting an hour so I don't fancy my chances with telephone support, and post will take forever too. Is there any way to complain via email or an online form?

Re: Disabled customer without working landline for over a week

ianfc — Wed, 25 Sep 2024 10:34:39 GMT

I've had appalling service from BT for a vulnerable relative too, seems they don't discriminate with their terrible customer service and just treat everyone badly.

Re: Make formal complaint about BT treatment of vulnerable person

naylor2006 — Wed, 25 Sep 2024 11:03:13 GMT

There is a way.

Our complaints code of practice (bt.com)

Re: Make formal complaint about BT treatment of vulnerable person

ianfc — Wed, 25 Sep 2024 13:51:10 GMT

Great, thanks Naylor!

After another hour on the phone I got through to BT and have opened a complaint that way, but next time I'll use the email address at the link you provided, I'll paste it here in case it's of use to anyone else too, although I'm not sure if the forum will strip it out or not: ********************

[Mod Edit: Removed email address]

Re: Make formal complaint about BT treatment of vulnerable person

imjolly — Wed, 25 Sep 2024 11:11:02 GMT

this is a customer help customer forum and your post does not go to BT

you could try 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

you can also try sending email to CEO - you will find email address using google but not permitted to post here

is your relative registered here otherwise BT have no way of knowing who is vulnerable or not

https://www.bt.com/help/here-for-you

Re: Make formal complaint about BT treatment of vulnerable person

Ali_A — Wed, 25 Sep 2024 11:09:08 GMT

Hi @ianfc

Welcome to the BT Community.

We hope that you’ll never have reason to complain about any aspect of our services. However, if there is something that you’re not happy with, you should contact customer services first. We’ll try and solve your issue quickly where we can. I've sent you a private message for some more information.
You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

If you do wish to continue with raising a complaint, there are several ways to do this. I've included a link to our complaints page.

https://ee.co.uk/help/help-new/safety-and-security/protecting-your-information/complaints-code-of-practice

Thank you.

Ali

Re: Make formal complaint about BT treatment of vulnerable person

naylor2006 — Wed, 25 Sep 2024 11:09:28 GMT

That email address used to be blocked....

How have you managed to post that?

Re: Make formal complaint about BT treatment of vulnerable person

ianfc — Wed, 25 Sep 2024 11:10:44 GMT

Thanks imjolly, Naylor beat you to it providing the same link above already, but I appreciate your help!

Re: Disabled customer without working landline for over a week

Ali_A — Wed, 25 Sep 2024 11:11:30 GMT

Hi @ianfc

Welcome to the BT Community.

I've sent you a private message for some more information.
You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thank you.

Ali

Re: Make formal complaint about BT treatment of vulnerable person

ianfc — Wed, 25 Sep 2024 11:11:58 GMT

CTRL+C, CTRL+V 🙂

I was surprised it worked too!

Re: Disabled customer without working landline for over a week

ianfc — Wed, 25 Sep 2024 11:14:36 GMT

Thanks Ali_A, just got your private message.

Re: Make formal complaint about BT treatment of vulnerable person

naylor2006 — Wed, 25 Sep 2024 11:13:46 GMT

Well....

Im not breaking the rules, ive had wrist slapped before.

Re: Disabled customer without working landline for over a week

imjolly — Wed, 25 Sep 2024 11:21:42 GMT

@ianfc

is your vulnerable adult registered here

https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf

Re: Disabled customer without working landline for over a week

ianfc — Wed, 25 Sep 2024 11:44:36 GMT

They told me over the phone the she is registered, so I assume so, unless there is more than one place that vulnerable people can be registered. Next time I manage to speak to someone at BT I'll double check, I've spent most the morning dealing with this already and have had enough for one day! 🙂

Re: Make formal complaint about BT treatment of vulnerable person

ianfc — Wed, 25 Sep 2024 11:45:56 GMT

Haha, I understand! Bit odd that BT won't allow people to post their own contact details in their own forum, but 🤷‍♂️