Customer complaints code

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. 

The code is also available for free as a hard copy. And you can get it in braille, large print, as a text file and on audio CD too. If you need one or more of these, please let us know when you request the code.

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. Everything in the code is correct as of February 2020.

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