Complaint about Executive Complaints

[GJ6739]

Does anyone know how to complain about executive complaints?

Complaint raised as the switchover to full fibre broadband and digital voice has been unsuccessful twice as the order management team have cancelled (at late notice) the orders due to problems with their systems. 

My complaint was been picked up by a colleague in the executive complaints department with assurance that installation of full fibre broadband  and digital voice would take place yesterday 16 July 26. Third time lucky. Needless to say it didn't happen.

Any advice greatly appreciated on how to rectify this ongoing issue 

[licquorice · Accepted solution]

Email BT CEO,  address can be found with a Google search. Against forum rules to post it here.

[Ali_A]

Hi @GJ6739 

Sorry to hear your Digital Voice installation failed to go ahead as planned. I can imagine how frustrated you'll be feeling by this. 

We want to give all our customers an excellent service but if you feel your situation hasn't been handled the way you had hoped we want you to know how we can fix it. Please visit our Complaints code of practice page for details about our handling process.

As you have an open complain with the care team I'd recommend getting back in touch with them to let them know the installation didn't take place. The team will have full ownership of the case so they'll be able to look into what happened and take the necessary steps. 
If you'd like to get in touch but prefer not to call you can visit Make a Complaint and mention your existing case number. They team will get back in contact with you. 

Ali

[GJ6739]

Hi Ali,
Thank you for your message. Yes, complaint has been updated about yesterday's failed installation. Request made from agent to Executive Complaints team member & manager to call me today to try and resolve the issues

[Ali_A]

Thanks for letting us know @GJ6739 

Great to hear that you have contacted Customer Service already and they have requested a call back for you. 

Please keep us updated with any progress that you have following your phone call. 

Ali 

[GJ6739]

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Hi Ali

As anticipated, there has been no phone call from Irinel, the executive complaints colleague, or his manager, as Jackie requested in the BT internal TEAMs chat! What should be my next step? A complaint email is on its way to your CEO, detailing all the challenges I am facing in my unsuccessful attempts to have full fibre broadband and digital voice installed.