@Daycee I had to raise a complaint with a cricket club back in July 2020 because of the unsatisfactory way they had handled refund of my tickets (the Test match had been called off because the country had gone in to lockdown).
After going around in circles, I eventually found the email address of the club’s Sales & Marketing Director. I found putting my complaint in writing was best for me. As it gave me more control. I was able to draft the response, read it over, add bits I had forgotten, redraft until I got my complaint saying exactly what I wanted to say.
I started with providing as many details as possible (dates, steps I had taken) while keeping it objective.
I said I appreciated the issues they were facing but then described how the situation had made me feel. I was disappointed and was able to contrast how the cricket club had handled the situation in contrast to how a local arts organisation had handled refunds. I had actually been part of a customer panel with the arts organisation, so had helped inform how they were dealing with customers as lock down lifted. I contrasted the approaches of the two organisations.
I then stated what I would like to see happen. In my case this was to ask for a full refund rather than a credit to my account which they had offered. I also suggested how the club should improve their processes (probably not what a Sales & Marketing Director would want to hear!).
Raising a complaint is always a bit of a chore but I think it’s worth it to keep companies on their toes. I hope you get a response from BT and that they improve things.
