How do you successful make a complaint to BT?

[Lesley_W]

I'm sorry the team haven't been in touch as expected @Birdsw 

Have you received any texts about your complaint at all?

Lesley

[Birdsw]

Hi. I received a text message on Tuesday saying that the complaint team would be in touch within minutes.  I didn't pick a call up but received a message to say that BT hadn't been able to get hold of me. As you will be aware, I'm unable to return the call.  I phoned the helpline yesterday spoke to someone who said they would chase it up and I'd definitely receive a call.  No message or call. She also informed me that the follow up call was planned for next Thursday!.

I don't understand why they are unable to speak to me, they have mobile number, landline number and email address.  

[Kodikid]

Vote with your feet

Even if they did acknowledge your complaint would  your broadband improve overnight. would customer services stop deceiving customers and focus more on service then sales, and would BT/EE become competitive?

Life's too short 

[zulu17]

If you consider the response inadequate which seems a fair assessment.then step 2 seems appropriate. 

Step 2
If you’re unhappy, you can ask to escalate your complaint.
You can do this at any time, but please let us try to sort
things out first.

[Birdsw]

I hear you,  but as we've signed up for fibre Halo broadband you have no option but to sign a contract for a further two years. 

We've been BT customers for 37 years which doesn't appear to count for a lot.

[Birdsw]

I find it a confusing process.  My original complaint was closed without my consent and I was unhappy with the response (basically I feel I'm owed money) I've now posted a further letter of complaint to Sheffield Head Office, which is perhaps an escalation.  

[Lesley_W]

Thanks for confirming that @Birdsw 

Have you had trouble receiving calls before? You haven't blocked our numbers before in error?

Lesley

[HBW]

I too am in complaint mode.

My solution is email BTs CEO Alison kirkby at << *************>>. I received a text response and a subsequent telephone call from a member of the Executive Complaints team within two hours with a promise to update me tomorrow (Monday 10 Sep). 

Do make sure that you provide all contact details, landline, mobile, email and account reference - good luck!

[MOD EDIT - Removed employee email address from the forum]

[Birdsw]

I've received a number of calls in the past regarding the original complaint and there was no issue then.  There's no record on my call log of a missed call.  Would BT not try the landline too if there was an issue? 

There have been some reception issues in my postcode for O2 users but I've phoned the mobile from our landline and it works okay.

[Birdsw]

That's helpful, I'll try today..