How do you successful make a complaint to BT?

[iniltous]

Perhaps the OP can confirm if they used the ‘offical’ process to raise a complaint in the first place using the form on the link provided , or simply wrote a letter or two to the head office, obviously deviating from the normal procedure could introduce delays while the appropriate staff are made aware of the issue , whereas the ‘correct’ procedure would ensure a speedier response.

[garybs29]

Maybe a phone call would be best here too, probably resolved there & then

[Birdsw]

Thanks for your response.

I've made countless phone calls without success.  I'd estimate 20+ hours on the phone. I've been promised return calls, compensation etc but nothing has materialised.

It's worth noting that if you make a complaint, you have to wait for BT to phone you, there's no facility  to phone the complaint handler directly.  From my experience, BT also don't offer any interaction via email or letter .  

I've now been waiting two days for another follow up call from complaints department at Sheffield.

Just desperate stuff really..

[Chris__S]

Hi @Birdsw 

I'm sorry to hear about your experience when trying to make a complaint.

If you give us a call, you can make a complaint to any department that you speak to.

A guide can log a complaint for you, or reopen an existing complaint.

The guide will do everything that they can to resolve your complaint themselves, however, they may need to escalate your complaint to a manager or another department.

Chris S

[Birdsw]

Hi. 

I've tried repeatedly to make a complaint.  I posted a letter to Sheffield head office two weeks ago, received a email with complaint reference and a message to say id missed a call two days ago and I've heard nothing since.

To be honest I'm reluctant to phone in as it generally takes at least an hour to speak to someone regarding the complaint, but I'll try this morning and report back!

[Birdsw]

So I've phoned BT again to be informed that the complaint team phoned me again yesterday to discuss my complaint.  I can categorically say that no such call was made.  I'm also told that another call will be made, but not until 11th September.   The call handler has said she will chase it up and ask them to call me today, but I won't hold my breath.

[Chris__S]

Thank you for updating me @Birdsw 

I'm glad to hear that a colleague is chasing this up for you, and that they're going to call you back today.

If you don't mind, keep me updated on how your complaint is progressing.

Chris S

[Birdsw]

No phone call today alas..

[licquorice]

Silly question, are you sure they have the correct number for you?

[Birdsw]

Hi. Call handler checked my mobile number, landline number and email address.  We do have connection issues at times due to being in rural location.  Fair question, but I've checked my number via landline and mobile and it's working..