How can there not be an Email for complaints?

[Peter_W]

Thanks @Daedalus2000, that's a really good point, and something I can absolutely put forwards as an idea. 

Please keep us posted on how you get on.

Peter

[shobfb]

Hi Peter, do moderators work for BT?

[Peter_W]

Hi @shobfb.

The moderation team do indeed work fr BT.

We don't have access to accounts via these forums to address individual queries, but we can reach out to the wider business around the threads that appear here.

Peter

[shobfb]

Thank you for confirming. I have a formal complaint that had been raised with Communications Ombudsman I rejected their review and declined to accept the offer of £50 from BT so I can pursue further and get justice. It is shocking there is no clear complaint process. Sharing here on the forum so customers are aware.

[Peter_W]

@shobfb Our complaints process is available for all to see on the link below:

Our complaints code of practice

If we are unable to agree with a resolution within this process, the complaint is then taken to deadlock and you can submit this to the communications ombudsman for review. 

Once it has reached this level, any communications around the case and any rulings should be addressed to the Ombudsman directly.

Peter

[Daedalus2000]

As an aside.... my 'complaint' about the BT complaint service, were I to have one, is that its complaints e-mail address appears to be the only means - barring a paper letter - of effective written communication with BT about any queries. 

Online chat appears to have disappeared- it was not ideal, but better than nothing.  There is far too much emphasis on telephone use, not surprising I suppose for a telecomms company, but not much good if you struggle with poor hearing, crackly phone lines, erratic mobile signals and a long struggle trying to make contact with anyone who (a) understands the problem, (b) can offer an efffective answer/solution and (c) is actually understandable - but leaves you with no written record of what was said and agreed.

So then I have to send a complaint simply because I have no other way to find out what I want to know. Silly, or what?

[shobfb]

Hi @Peter_W , thank you.

As shared, what I share if for customers to be aware. I have exhausted the Communications Ombudsman process now, rejected the assessment and pursuing beyond.

Code of Practice: URL link not the solely the PDF
https://www.bt.com/about/bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice#cust...

Home and Mobile Customer: make a complaint here - try to keep all records written as the call agents are very random in terms of quality therefore no consistency at all.
https://www.bt.com/help/contact-bt/complaints/make-complaint

[Daedalus2000]

I sent an e-mail complaint recently and to be fair I had a call back after about 2 days. Very pleasant lady at the far end  and quite a long talk, but:-

1. It was quite clear that BT simply did not have the most basic information about the equipment which they were intending to fit, and....

2.  Much of the conversation was 'lost' to me by a combination of my poor hearing, poor sound on the line, and someone who spoke far faster than I could comprehend.

I asked specifically for her to send an email summary of whatever it was that she was suggesting that I should do and/or ask for elsewhere, but it has yet to arrive 😞

[JMB]

How many large organisations publish an EMail address where you send a message?

As you suggest it is easier to collate all the details and put in an EMail than spend ages trying to get an answer on the phone.

Some even have a link to contact which is actually a Facebook page so unavailable to people not registered on Facebook!

I have been using Internet banking for probably 40 years at least.  In those days I could send a send detailed message from inside their secure system. Now there is no EMail address given and you either have to ask an AI robot or wait ages for an answer on the phone.

Often Twitter is the most effective way to get a response from large organisations!

mb

[Katie_B]

Hello @Daedalus2000. 

Thanks for providing the update regarding your complaint. 

Have you received the email summary from the agent?

If not, please check your Spam/Junk folder. 

Katie