What to expect during a visit from us
Our agents will be clear, concise and transparent but it’s important to check they really are us. Never give anyone access to your home or personal information if you don’t know who they are.
Our Field Sales agent will show their BT Group or Money Expert ID and introduce themselves, talking through various relevant products and services.
If you're interested in one of our packages, the Field Sales agent will ask one of our BT contact centre advisors to give you a call to complete your order.
Once you have received the call, the Field Sales agent will leave.
Agents wear a uniform which has official branding. On their black or dark aqua jackets you can see the EE and Money Expert logos.
The agents will carry an ID card on a lanyard. The front of the card shows the agent's name, ID badge number and photo. On the back of the card is our telephone number, call us on 01244621039 to verify the agent's identity. Standard charges apply.
Example of our uniform
Yellow hoody with aqua EE logos (as above) or black jacket with yellow EE logos.
Example of our two Money Expert jackets
External jacket: Dark aqua with printed reflective logos.
Internal padded jacket: Black with embroidered logos.
Your personal details
At no point does the Field Sales agent need to take any cash, bank, or card details. Instead, they will arrange for our BT call centre to contact you.
We won’t use your details for marketing, without your prior consent. For more information follow this link: BT's Privacy Policy.
Inviting the agent into your house
It's not necessary to invite the agent into your property.
Although we don't need to enter your property, you're welcome to invite the agent in if you want to. They will need to leave the property once the BT call centre advisor has called you back.
Changing your mind about your order after the visit
Please follow the cancellation procedures outlined in your order confirmation email, if you change your mind or would like to amend your order.
If you suspect fraud
Contact BT for help and support as soon as possible.
We have a range of ways you can get in touch. Please quote 'door-to-door' when calling. The BT contact centre advisor will use this code to access internal systems and provide you with all the information you may need.
From a BT or EE mobile: 150
From the UK: 0800 800 150
From outside the UK: +44 150 174 7714
Monday to Friday 8 am - 9 pm
Weekends and bank holidays 8 am - 8 pm
Giving feedback
Contact BT for help and support; We have a range of ways you can get in touch. Please quote 'door-to-door' when calling.
From a BT or EE mobile: 150
From the UK: 0800 800 150
From outside the UK: +44 150 174 7714
Monday to Friday, 8am to 9pm
Weekends and bank holidays, 8am to 8pm
You can also complain by post.
We aim to respond to complaints within 28 days. It might take longer.
Include your phone number, email address and BT account number, if you have one.
Send your complaint to:
BT plc
PO Box 334
Sheffield
S98 1BT