We’re here to help you

We’re sorry to hear something about our service is making you unhappy. When things go wrong we want to know so we can put things right as quickly as possible. If you do have a customer complaint, please get in touch with our Customer Service team in the first instance in order to resolve the issue efficiently.

Complaint handling and dispute resolution process

Please contact us using one of the below options. If you call us, we'll try to sort out your complaint while you're on the phone. If this isn't possible, the advisor will agree a course of action with you.

Email: shop@bt.com

Phone: 0800 917 0510 – option 1

Post: FAO Customer Service Manager, BT Shop, Alpha Beta House, Horwich, Bolton, BL6 6PE


If you’ve already spoken to one of our Customer Service agents and would like to escalate it, we ask that you put your complaint in writing and send it to csmanager@bt.com. You’ll generally hear back within 2 working days.

Alternative dispute resolution:

In the rare event a resolution can’t be met, we’ll then refer you to the Online Dispute Resolution (ODR) centre.

Visit ODR Website

PayPal Credit

If your complaint relates to PayPal credit please click the link below:

More info