BT code of practice problem

[bluesea]

I contacted BT to raise a complaint and used the email address in its code of practice document but got a response from a different email address called digital resolutions team instead of the one in the code of practice document. The BT response said they dont deal with the complaint and that I should phone BT.

So is BT not telling the truth in its code of practice?

Also this is the third time I'm sending this as the other two have been marked as spam, really its spam to raise a genuine query about BT's code of practice document.

[Christopher_G]

Hi @bluesea 

Was it an automated reply? 

If you fill out the complaint form on this Complaints help page, it'll go through to a team what will be able to look into it and contact you directly to discuss it.

Chris 

[bluesea]

Thanks Chris

There is no complaints form to fill in, only the phone number and email in the code of practice document.

[naylor2006]

I guess its entirely possible for the Customer Resolutions team to have changed its name?, this is the route I went, I mailed the email in the online PDF and 4 days later someone mailed me. Its also possible they have closed off that mail given its become a little more well known on here.

Its far easier to raise a complaint via mail, whilst I agree there should be some steps to avoid BT being inundated, IE making it phone call only will deter some people and if its not worth it then its probably not worth it, but the problem is sometimes the initial complaint needs to be written down, it could be complex, involve timelines and multiple parties.

What is the issue anyway?

[bluesea]

Thanks for response.

They have not changed name as I now have got a response from the Customer Resolutions team email via BT CEO office. BT can't complain that its customer complaints email in its code of practice is used too much. The way business reduces complaints is to provide better service.

Phone access isnt suitable for all people, as in my case with disability affecting my use of phone. Yes I can and do use Relay, which basically a text messaging service on the phone via a third party. This service can be ok for simple queries but more complex ones not. Also I used the BT online chat but they couldn't deal with my issue and referred me to the BT phone number.

The issue is wanting to apply for Home Essentials Broadband, which I thought would be easy but is turning out to be anything but easy for someone living in Northern Ireland.

[Leanne_T]

Hi @bluesea 

Thank you for coming back to us. 

I can see you have mentioned the team have now emailed you, has your query now been resolved or is this being looked into by the complaints team? 

Leanne. 

[bluesea]

Hi Leanne

It's at the beginning of being looked into, going at snails pace.

[Leanne_T]

I hope this gets sorted for you @bluesea 

Please keep us updated 🙂

Leanne.