BT lying about "statutory compensation"

InsideInsurance

So had a no show by the engineer today, called BT only to be told that they knew they wouldnt be attending after they did the survey back on the 3rd May but hadnt cancelled the appointment.

They were a little apologetic, fully accepted it was their fault and said they'd arrange for a credit to be applied for losing a days income. A couple of hours later received an email stating they will be applying a £10 credit "as per the Customer Service Guarantee Scheme (CSGS) set by the regulator". Obv not even close to covering NMW let alone anything more.

So, quick call to Ofcom as this sounded wrong but no point arguing if this is set by them. Ofcom advise that this is wrong, they dont set any compensations limits.

Clearly this email is a stock email with just the initial paragraph being inserted about what the problem was. Worrying that BT are comfortably lying about things being set by the regulator as standard when they arent

somethingcorporate

http://bt.custhelp.com/app/answers/detail/a_id/9394/~/customer-service-guarantee

This is what you're referring too. I agree it appears that there is nothing here that suggests it is set or supported by the regulator so a somewhat misleading email. Suggest you send a complaint to that effect.

InsideInsurance

somethingcorporate wrote: »

This is what you're referring too. I agree it appears that there is nothing here that suggests it is set or supported by the regulator so a somewhat misleading email. Suggest you send a complaint to that effect.

Technically they are referring to not me.

It was the regulator themselves that state there is no approval/ statutory element to any compensation offered by BT

Bantex_2

So they do not need to offer anything then?

InsideInsurance

Bantex wrote: »

So they do not need to offer anything then?

Time will tell.

Contractually they are trying to limit it to £10 irrespective of what your losses are so they would need to honour at least their own contract. Of cause not all contracts are legally enforceable

I am surprised that the Ombudsman, who I also spoke to, didnt seem to instantly know any "case law" on the matter as clearly it must be something that is challenged often. Unfortunately unlike the FOS they dont appear to put cases on their website (that I can see)