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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?
Solved! Go to Solution.
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Re: Disabled customer without working landline for over a week
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There is a way.
Our complaints code of practice (bt.com)
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on
25-09-2024
12h07
- last edited on
25-09-2024
14h51
by
Christopher_G
Re: Make formal complaint about BT treatment of vulnerable person
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]
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Re: Make formal complaint about BT treatment of vulnerable person
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
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Re: Make formal complaint about BT treatment of vulnerable person
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
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Re: Make formal complaint about BT treatment of vulnerable person
That email address used to be blocked....
How have you managed to post that?
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Re: Make formal complaint about BT treatment of vulnerable person
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Re: Disabled customer without working landline for over a week
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
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Re: Make formal complaint about BT treatment of vulnerable person
I was surprised it worked too!