How can there not be an Email for complaints?

[WSH]

This document is readily available online if you search for it:

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

[Kimberlin]

@WSH 

Perhaps that was the document that @Daedalus2000  was referring to 🤷‍♂️

[WSH]

Perhaps, but the contact details were valid three months ago, when I used them.

Edit: In fact, I posted that link a few weeks ago and got a thumbs up from one of the mods.

[Daedalus2000]

Yes, that's the page.

Mind you, I have encountered the situation before elsewhere where a complaint e-mail is 'deleted without being read', only to discover in due course - once I've repeated the complaint by another method - that it has been read after all !  Apparently the recipient mailbox receives messages, forwards them to other internal addresses, then deletes the original - hence the response.

I'm waiting to see what happens 🙂

[Kimberlin]

@WSH 

To be fair and with much respect to you, that doesn’t really mean anything, you’ve got umpteen customers who have tried claiming rewards cards via appropriate links that often get no where. What makes you think BT’s own email complaints procedure is any different 😆

[Peter_W]

Good afternoon @Daedalus2000.

This is absolutely correct - we have a central complaints team that deal with any incoming complaints, and there are a cumber of different email addresses (both internal and public) that they pick up from. 

These will all be directed to a central inbox then delegated to a specific point of contact, so just because it has been deleted from one place does not mean it hasn't been picked up. 

I'm fully confident that this will be picked up, but if you don't get any updates after around 7 days, please let us know and we can chase this.

Peter

[WSH]

@Kimberlin ...because I've used it recently, twice actually, and both times I've had a response after 5 days.

And with even more respect, perhaps you could seek to post something more useful yourself instead of just criticizing the efforts of others.

[Kimberlin]

@WSH 

I wasn’t criticising you personally so actually I’m genuinely not bothered about what you or anyone else thinks.

[Daedalus2000]

Noted, thanks.

IMHO an auto-reply along the lines of "your message has been received and forwarded to the releavnt department" would be far more helpful - and much less alarming - than one which says that it has been deleted without reading.

[Kimberlin]

@Daedalus2000 

Your solution is clearly one borne out of complete common sense, but one I doubt BT will implement. Nothing like leaving a customer hanging in the ether wondering whether or not their complaint is actually being processed.