Escalating a complaint with BT - who is the governing body?

pinkie_pie

I've had an ongoing BT billing problem which they admitted to, but have since resorted to not calling back, telling me I've imagined it, or hanging up on me when I've asked what is being done with the account. I'm so fed up now I don't know where to turn to next, I know I could do it in writing although I don't know the address, is the next step contact some governing body? Who would that be? Thanks

bod1467

OFCOM or CISAS would be the arbitration service. But you'd need to complete BTs complaints process and receive a Deadlock letter before going there.

Get your complaint in writing (if not already). Details of how to complain should be on BTs website.


https://www.bt.com

BT_company_representative

Hi snowedunderitall

I have just noticed your post and would like to look into this for you, just check out my profile section were you will find my contact details.

Regards David

Idiophreak

It's the worst system in the world. "BT never call me back or respond to my complaints".

"Well, just persuade BT to write this deadlock letter and we'll take a look into it" - like that's ever going to happen.

Just to save you some time, my dealings with BT Rep were as ineffective as my dealings with the rest of their customer service, so I'd save your energy. Get your complaint, in writing, sent recorded delivery ASAP
Customer Service Manager
BT Customer Correspondence Centre
Providence Row
Durham
DH98 1BT

At least, that way, in 8 weeks you can go to to the ombudsman without needing to get the (deadlock letter) blood out of the (BT) stone.

pinkie_pie

BT_company_representative wrote: »

Hi snowedunderitall

I have just noticed your post and would like to look into this for you, just check out my profile section were you will find my contact details.

Regards David

I have used this, with a reference of 111026-000726.

pinkie_pie

Thanks for the advice Idiophreak and bod1467, I'll see how this goes with 'BT company representative', and if it continues to be ignored I'll be taking those steps! Thanks