Make formal complaint about BT treatment of vulnerable person

[ianfc]

I need to make a formal complaint about the appalling service BT have provided for a vulnerable relative but the only option I can find on their website is to call, and then there is no option to complain and a wait time of more than 45 minutes to speak to someone, or by post. I've tried sending a private message on X (Twitter) but don't hold up any hope they'll respond there.

Last time I called BT I got cut off after waiting an hour so I don't fancy my chances with telephone support, and post will take forever too. Is there any way to complain via email or an online form?

[ianfc]

I've had appalling service from BT for a vulnerable relative too, seems they don't discriminate with their terrible customer service and just treat everyone badly.

[naylor2006 · Accepted solution]

There is a way.

Our complaints code of practice (bt.com)

[ianfc]

Great, thanks Naylor!

After another hour on the phone I got through to BT and have opened a complaint that way, but next time I'll use the email address at the link you provided, I'll paste it here in case it's of use to anyone else too, although I'm not sure if the forum will strip it out or not: ********************

[Mod Edit: Removed email address]

[imjolly]

this is a customer help customer forum and your post does not go to BT

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

you can also try sending email to CEO - you will find email address using google but not permitted to post here

is your relative registered here otherwise BT have no way of knowing who is vulnerable or not

https://www.bt.com/help/here-for-you

[Ali_A]

Hi @ianfc 

Welcome to the BT Community. 

We hope that you’ll never have reason to complain about any aspect of our services. However, if there is something that you’re not happy with, you should contact customer services first. We’ll try and solve your issue quickly where we can.  I've sent you a private message for some more information. 
You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

If you do wish to continue with raising a complaint, there are several ways to do this. I've included a link to our complaints page. 

https://ee.co.uk/help/help-new/safety-and-security/protecting-your-information/complaints-code-of-pr...
 
Thank you.

Ali

[naylor2006]

That email address used to be blocked....

How have you managed to post that?

[ianfc]

Thanks imjolly, Naylor beat you to it providing the same link above already, but I appreciate your help!

[Ali_A]

Hi @ianfc 

Welcome to the BT Community. 
 

I've sent you a private message for some more information.  
You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thank you.

Ali

[ianfc]

CTRL+C, CTRL+V 🙂

I was surprised it worked too!