1. Understand the Purpose of Your Complaint Letter
A complaint letter to BT is a formal way to address issues such as:
- Billing errors or incorrect charges
- Slow or unreliable broadband service
- Problems with landline or mobile services
- Customer service complaints (rudeness, unhelpfulness, delays)
- Contract disputes or early termination fees
- Faulty equipment or installation issues
A well-written complaint letter increases the chances of getting a refund, service correction, or compensation from BT.
2. Identify the Correct BT Department
Before writing, determine where to send your complaint:
- BT Customer Service – General service and billing complaints.
- BT Complaints Department – For unresolved or serious issues.
- BT CEO or Executive Team – If your complaint is escalated.
- Ombudsman Services: Communications – If BT does not resolve your issue within 8 weeks.
📍 BT Complaints Contact:
📞 Phone: 0800 800 150 (BT Customer Support)
📧 Online: Use the BT complaints form on their website
📩 Mail: BT Customer Correspondence Centre, Providence Row, Durham, DH98 1BT, UK
3. Gather Important Information Before Writing
Before drafting your letter, collect relevant details:
- Your BT account number and phone number
- Billing statements (if disputing a charge)
- Dates of service issues or failed resolutions
- Names of BT representatives you have spoken to
- Screenshots, call logs, emails, or chat transcripts
4. Maintain a Professional and Polite Tone
Even if you’re frustrated, your letter should be polite and professional. Avoid aggressive or emotional language, as a respectful complaint is more likely to get a response.
🚫 Instead of: “Your service is terrible, and I’m disgusted!”
✅ Say: “I am disappointed with the service and would like to find a resolution.”
🚫 Avoid threats:
❌ “If you don’t fix this, I’ll take legal action!”
✅ Instead, say: “I hope we can resolve this matter amicably, but if necessary, I may need to escalate the complaint.”
5. Start With a Clear Opening Statement
Begin with a direct statement explaining your complaint. Example:
“I am writing to formally complain about the issues I have been experiencing with my BT [broadband/landline/mobile] service, account number [XXXXXXX]. Despite multiple attempts to resolve this matter, my concerns remain unresolved.”
6. Describe the Issue in Detail
Explain the problem clearly and concisely:
- What happened?
- When did the issue start?
- How has it affected you?
- What steps have you taken so far?
Example:
“Since [Date], I have been experiencing slow broadband speeds despite being on the [BT Plan Name] package, which promises speeds of up to [Speed] Mbps. I contacted BT customer service on [Date] and spoke with [Representative’s Name], but my issue remains unresolved.”
7. Provide Supporting Evidence
Attach relevant documents, such as:
- Screenshots of speed tests (for broadband issues)
- BT bills showing incorrect charges
- Emails or chat logs with BT customer support
- Photos of faulty equipment (if applicable)
8. Suggest a Reasonable Solution
Clearly state what action you expect from BT. Possible resolutions include:
- A refund or billing adjustment
- A service upgrade or technician visit
- Compensation for service disruptions
Example:
“I kindly request that BT resolves this issue by [state desired resolution, e.g., providing a refund, fixing the service, or compensating for downtime].”
9. Request a Response and Set a Deadline
Give BT a reasonable timeframe (e.g., 14 days) to respond. Example:
“I would appreciate a response within 14 days outlining the steps being taken to resolve my complaint.”
10. Include Your Contact Information
Ensure BT can reach you by providing:
- Full name
- BT account number
- Phone number and email address
11. End With a Professional Closing Statement
Thank the recipient for their time and cooperation. Example:
“Thank you for your prompt attention to this matter. I appreciate your time and assistance, and I look forward to your response.”
12. Sample Complaint Letter to BT
[Your Name]
[Your Address]
[City, Postal Code]
[Email Address]
[Phone Number]
[Date]
BT Complaints Department
BT Customer Correspondence Centre
Providence Row
Durham, DH98 1BT
Subject: Formal Complaint Regarding BT [Broadband/Landline/Mobile] Service
Dear BT Customer Support,
I am writing to formally complain about the issues I have been experiencing with my BT [broadband/landline/mobile] service, account number [XXXXXXX]. Despite multiple attempts to resolve this matter, my concerns remain unresolved.
Since [Date], I have been experiencing [describe the issue, e.g., slow broadband speeds, incorrect billing, poor customer service]. I contacted BT customer support on [Date] and spoke with [Representative’s Name], but my issue has not been resolved.
I have attached supporting documents, including [list any evidence such as screenshots, bills, or emails], to illustrate my concerns. Given the circumstances, I kindly request that BT [state your desired resolution, e.g., refund, service fix, compensation].
I would appreciate a response within 14 days outlining the steps being taken to resolve my complaint. Please feel free to contact me at [your phone/email] if further details are required.
Thank you for your time and attention to this matter.
Sincerely,
[Your Name]
13. Follow Up If Necessary
If BT does not respond, follow up by:
📧 Sending a polite reminder email after 14 days.
📞 Calling BT’s complaints team for an update.
📝 Requesting to escalate the complaint to a senior manager.
Example Follow-Up Email:
“Dear BT Complaints Team, I hope you are doing well. I wanted to follow up on my complaint regarding [issue] and check if there are any updates. Please let me know when I can expect a resolution. Thank you for your time and assistance.”
14. Consider Escalating the Complaint
If your complaint is ignored or unresolved, escalate it to:
- BT Executive Complaints Team – Higher-level complaints.
- Ombudsman Services: Communications – If BT does not resolve your complaint within 8 weeks.
- Ofcom (UK Communications Regulator) – For serious service issues.
📍 Ombudsman Contact:
📩 Online: www.ombudsman-services.org
📞 Phone: 0330 440 1614
15. Final Thoughts on Writing a Complaint Letter to BT
✅ Be professional – A respectful tone increases the likelihood of resolution.
✅ Provide evidence – Attach bills, emails, and screenshots.
✅ Request a resolution – Clearly state what action you expect.
✅ Set a deadline – Expect a response within 14 days.
✅ Follow up if needed – Ensure your complaint is acknowledged.
Frequently Asked Questions (FAQs)
1. How long does BT take to respond to complaints?
BT typically responds within 10-14 days, but some complaints may take longer.
2. What if BT ignores my complaint?
Escalate the issue to BT’s executive complaints team or the Ombudsman Services.
3. Can I request compensation from BT?
Yes, if you experienced billing errors, poor service, or downtime, you can request compensation.
Conclusion
Writing a complaint letter to BT ensures that your concerns are documented and taken seriously. By keeping your letter clear, professional, and solution-focused, you increase the chances of receiving a refund, resolution, or compensation. If needed, follow up or escalate your complaint for further action.
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