How Long to Review a Complaint?!

[PureChaosX]

So how long doe sit take BT to usually review a complaint?

I issued a complaint on Saturday 5th March regarding our broadband installation date, and several missed engineer appointments, as shown on the Track Order screen in My BT.

It was the weekend, so I didn't expect them to answer, but it did say that a call was scheduled for that day. I didn't believe that, so just waited till the following Monday for them to review the complaint.

5 days later and it's still in the "Your complaint has been raised" stage and it STILL shows a called scheduled for 5th March. So exactly how long does it usually take someone at BT to look at these complaints?? I assume they're are not ignoring them, do they just thousands of complaints to get through?

Anyway, still need out complaint looked at. We've already had a fair amount of trouble just switching from Virgin to BT... this isn't helping.

[heavywater]

The timelines for this will probably be skewed a bit due to Christmas/New Year, but I raised one December 23rd and they sent an email and closed the complaint on Jan 13th, so about two and a half weeks. According to the the timeline, an advisor first "worked on my account" eight days after raising it.

[-Richie- · Accepted solution]

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@PureChaosXwrote:

So how long doe sit take BT to usually review a complaint?

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That depends how big the queue is, right now there's a price change going through and migrations to Digital Voice, there's still a backlog from the damage caused by the recent storms.

You're best bet is to call and speak to someone, it'll be looked at when you call, quicker than waiting the 6+ days you've waited so far.

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