Executive complaints lack of communication

[gadgetdad]

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?

[imjolly]

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-strateg...

[Peter_W]

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