We know we don’t always get it right. Our Customer Complaints Code explains what you can do if you’re not happy.

It tells you:

  • how you can complain
  • what we’ll do and when
  • what you can do if you aren't happy with our response, including details of the ADR scheme (Alternative Dispute Resolution) which BT is a member of. 

Please get in touch if you want a paper copy of this booklet – it’s free.

And for braille, large print or an audio CD visit bt.com/mediatypes

Nothing in this code is contractual. It all applies in addition to any other rights you may have under the terms and conditions of our products, services and equipment which you can find at www.bt.com/terms. 

We provide services throughout the UK, although some may not be available in Hull.

More on our codes of practice

Billing & debt collection

Sales & marketing practices

Premium rate calls

Good practice framework

BT & the Ofcom Broadband Speed Code of Practice