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Message 1 of 4

BT Complaints Escalation

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Hi,

Hoping someone can point me in the right direction. Is there a way I can escalate a complaint outside of BT customer services or to a complaints manager? 

I submitted an order for BT Fibre beginning of December and my connection is continually being delayed without a consistent explanation. I've been given conflicting information each time I've called BT, promises are being made and not kept and even call backs are not being made.  

I've asked for my complaint to be escalated but this hasn't resulted in matters changing. 

The service has been really quite poor with no one able to help. 

 

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Message 2 of 4

Re: BT Complaints Escalation

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The BT policy on complaints is described here

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strateg...

It does describe escalation options.

 

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Message 3 of 4

Re: BT Complaints Escalation

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Thanks for the suggestion. I've read the policy and tried to escalate my complaint but I've not been allowed to.

I've been give different reasons from 'there's no point escalating it because the managers won't be able to do anything' to 'we need to give Open Reach more time and there's no point escalating within BT. Even though its the BT Customer Services who have been giving me conflicting advice and don't seem to be managing my case properly. 

BT Customer Services is so poor that they stone wall your complaint and don't even follow their own complaints policy! Seems as if the phone operators are discouraged from escalating and will do anything to shut down the complaint. Must be a KPI!  

 

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Message 4 of 4

Re: BT Complaints Escalation

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Hi @mo8402, welcome to the Community!

This is a tough one, as whilst you're absolutely welcome to escalate your complaint like @zulu17 has highlighted, if the issue is around Openreach delays, our team are limited in the influence they can have on available appointments.

I can appreciate your concerns if you feel like you can't get a clear answer when trying to query your options surrounding this. 

The email address listed on our complaints code of practice will go directly to our dedicated complaints team, and they're our highest point of escalation.

If you can't make any further progress through customer care, this option is available and a member of our team can review your case and make sure we've done everything we can to help.

Peter

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