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: csmanager@bt.com

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

We aim to acknowledge your complaint within 4 working days and provide a resolution within 8 weeks. Once a final resolution has been reached you will receive a final response letter in writing summarising the outcome along with a FCA (financial conduct authority) leaflet.

Unhappy with the resolution..

If your are unhappy with the resolution provided, below is a link to the FOS - Financial Ombudsman Service

Visit FOS Website