44
Help and how to
contact us
Fixing a phone line fault
We aim to keep your phone line working and, if something
goes wrong, we aim to fix it as soon as we can. And we’ve
a customer service guarantee so you know what you can
expect from us. For example, to keep you connected, we’ll
offer to divert your incoming calls to a number of your
choice. Or, if we’re late installing or repairing your phone
line, you might be entitled to claim a daily-rate rental
credit. See bt.com/terms for full details.
The service you can expect from BT
Our Codes of practice set out full details about what you can expect from BT. You can see them
by clicking the link at bt.com or ask for a copy by calling 0800 800 150.
If you’ve a complaint, go to 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. We’ve a customer
complaints code that tells you more about how to complain, and how we handle complaints.
You can see the complaints code by clicking the link at bt.com or ask for a copy by calling
0800 800 150. Or you can write to: Customer Service Manager, BT Correspondence Centre,
Providence Row, Durham DH98 1BT.
No matter how you complain, we’ll try to put things right as soon as we can. If you’re unhappy
with our response, the complaints code tells you what else you can do. If we reach a deadlock,
you can usually refer your complaint to Ombudsman Services: Communications, a free
independent service.
To contact Ombudsman Services: Communications:
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
Website: www.ombudsman-services.org/communications.html
