Hi all,
I'm posting on behalf of my disabled family member who cannot read printed letters or use online portals or links. She has informed BT at least seven times (both in writing and over the phone) that they need:
• All correspondence sent via email only because she uses IT programs that assist her with reading.
• Her account flagged as a vulnerable customer due to her disability.
BT continues to:
• Insist on filling in the online link which she cannot use.
• Refuse to register her as a vulnerable customer because she can complete the online form.
• Claim it is “company policy” and say they cannot help.
This constitutes disability discrimination (under the Equality Act), GDPR breach (the ICO states that DSARs do not require portals), and a violation of Ofcom regulations (vulnerable customers must be identified and supported).
The handler, Vicki, has repeatedly ignored, gaslit, and dismissed my family member. I am asking for your experiences:
1. Has anyone successfully managed to get BT to email DSARs, drop the portal requirement, and register as a vulnerable customer?
2. What finally compelled them to act – ICO complaint, Resolver, legal threat, Ofcom, or something else?
3. Did you use a specific template, escalation contact, or route that finally bypassed their frontline resistance?
Thanks,
