BT customer complaints code As hard as we try, we might not always get it right. This customer complaints code gives you clear and useful information about what you can do if you’re not happy. It tells you: • how you can complain • what we’ll do and when • what you can do if you’re still not happy Hard copies are available and free on request. If you’d like a copy of this code in Braille, large print or audio CD (including a text data file that can be used on PCs) please ask us. The information provided in this code is not contractual and is in addition to any other rights you may have under the terms and conditions that apply when we supply services and equipment to you. You can find these terms at www.bt.com/terms. All information was correct when this code was published (August 2013). We provide services throughout the UK, although some may not be available in Hull. Page 1 If you’re not happy with the service we’ve given you How you can complain We aim to be number one for customer service. Even so, things can go wrong. When they do, we want to know so we can put them right as quickly as we can. Here are the ways you can complain to us. Online Go to www.bt.com and click on ‘Contact BT’. This way, you won’t have to write, print or post a letter to us, and we can handle your complaint sooner. If you use British Sign Language, please go to www.bt.com/includingyou/help-support-contact-bsl.html. By phone If you’re a residential customer and your complaint is about sales, a bill or general matters, call us free on 0800 800 150 between 8am and 8pm Monday to Friday or 9am and 6pm on Saturdays or Sundays. This call is free from your landline. If you use a textphone, you can call us free on 18001 0800 800 150. If you aren’t able to complain yourself, you can ask someone to register a complaint and act on your behalf. If your complaint is about repairing a fault, call us free on 0800 800 151. This line is open 24 hours a day, seven days a week. If you’d like to speak to someone about a fault, our customer service advisers are available from 7am to 11pm, seven days a week. If you’re a small business customer with fewer than ten employees and your complaint is about sales or services, call us free on 0800 800 152 between 8am and 6pm Monday to Friday. If your complaint is about a bill, call us on 0845 600 6156 between 8am and 6pm Monday to Friday or 8am and 1pm on Saturdays. If your complaint is about repairing a fault, call us free 0800 800 154. This line is open 24 hours a day, seven days a week. Our customer service advisers will try to solve the problem while you’re still on the line. If you’d like to complain about a BT payphone, call us free on 0800 661 610. By letter It takes longer to reply by letter but, if you prefer to write, please send your letter to the appropriate address below. Make sure you include the account number and telephone number of the service you’re complaining about. If you’re a residential customer, write to: Customer Service Manager BT Customer Correspondence Centre Providence Row Durham DH98 1BT If you’re a small business customer, write to: BT Business Accounts Providence Row Durham DH98 1BT We’ll normally get back to you by phone but will gladly confirm any particular points in writing if you wish. Page 2 On-demand television If your complaint is about YouView on BT or BT Vision please follow the guidance above in the first instance, depending on whether you’re a residential or business customer and whether you’d like to complain by phone or letter. If you’re not happy with our responses, you’ll need to contact the Association for TV On-Demand (ATVOD), the regulatory body for ‘on-demand’ TV. You can contact them at: ATVOD Complaints PO Box 561 Walton-on-Thames KT12 9DA Email: complaints@atvod.co.uk Website: atvod.co.uk Content on BT Sport If your complaint is about something you’ve seen on a BT Sport programme or channel, go to www.bt.com/contact/BTsportcontent. If you’re not happy with our responses, you’ll need to contact Ofcom, the regulatory body for UK communications industries. What we’ll do and when Our aim is to solve any problem to your complete satisfaction, and our customer service advisers will try to do this as quickly as possible, preferably during a phone call or email exchange. If we can’t do this, we’ll agree with you what we can do. We aim to respond to a letter within ten working days, an email within five working days and if we can’t sort out your complaint when you phone us, we’ll call you back within five working days. If your complaint is about something you’ve seen on a BT Sport or ESPN channel or programme, it might take up to ten working days for us to investigate and respond to you. We’ll try to sort out your complaint on the spot but whatever happens, we’ll respond and try to keep you regularly updated if it’s going to take a while to check into things. If an advisor can’t sort out your complaint, we’ll escalate it. A team leader or manager will then work with you to try and sort out the problem. If that doesn’t work out, we’ll involve a Centre manager or a Complaint Review Service team. We settle most complaints by this stage but, if not, we’ll explain our final position. In some cases, we might send you a ‘deadlock’ letter. This means there’s nothing more we can do. You can ask for a manager to review your complaint at any time if our adviser hasn’t been able to help and hasn’t already offered to refer things to a manager. What you can do if you’re still not happy If you’re still not happy having followed the process explained above, and we’ve sent you a ‘deadlock’ letter or eight weeks have passed since you complained, you can refer your complaint to Ombudsman Services: Communications. Ombudsman Services: Communications Ombudsman Services: Communications provides a free independent service for customers who aren’t satisfied with the final outcome of their complaints. Ombudsman Services: Communications can’t deal with complaints about commercial policy (such as, for example, our prices or broadband availability). Nor can it deal with complaints from businesses with more than ten employees. Page 3 If you complain to Ombudsman Services: Communication, you must do so within six months of receiving your ‘deadlock’ letter. If we haven’t sent you a ‘deadlock’ letter, you must contact Ombudsman Services: Communications within nine months of making your complaint to us. You can contact Ombudsman Services: Communications at: Ombudsman Services: Communications PO Box 730 Warrington WA4 6WU Phone: 0330 440 1614, 01925 430049 or 0845 050 1614 Fax: 0330 440 1615 or 01925 430059 Textphone: 0845 051 1513 or 0330 440 1600 Email: enquiries@os-communications.org Website: www.ombudsman-services.org/communications.html PHME 67991 Page 4