Concerned about our Service? – How to make a Complaint.

Complaints – Code of Practice for Managing Customer Complaints / Dispute Resolution

Our Commitment

We are committed to providing you with high-quality telecommunications services. However, we recognise that issues may arise from time to time. If this happens, we want to hear from you so that we can resolve the issue as quickly as possible.

This Code of Practice sets out how we handle complaints in line with the requirements of the Commission for Communications Regulation (ComReg).

Scope
This Code of Practice applies to complaints from BT’s customers in Ireland. BT primarily provides services to large enterprise customers.

Complaints Process

How to contact us:

Complaint Handling

• We will  acknowledge all complaints sent in by letter or email within 2 working days of receipt.
• Each complaint will be recorded in a durable format, with a unique reference number.
• We aim to resolve complaints within 10 working days. 

Escalation

If you are not satisfied with how your complaint is being handled you may request for it to be escalated within BT.

If you remain dissatisfied, you may refer the matter to ComReg.

Independent Advice

We always try to provide the best advice to our customers, but if you want to talk about your complaint with an independent organisation, here are some suggestions:-

Commission for Communications Regulation

1 Dockland Central, Guild Street, Dublin 1, D01 E4X0

Tel: 01 804 9668

Small Claims Courts

Local District Court offices will supply relevant information for your area

Competition and Consumer Protection Commission 

Bloom House, Railway Street Dublin 1, D01 C576

Tel: 01 402 5555 

Advertising Standards Authority

7 Herbert Street Dublin 2, D02, K838

Tel : +01 613 7040

Switching and porting compensation scheme - to view BT's compensation scheme, click here.

Refunds – BT use Electronic Funds Transfer (EFT) as the mechanism to pay refunds and this will be triggered when appropriate during the resolution of the complaint.

Digital Services Act

The Digital Services Act (“DSA”) requires intermediary service providers to designate a single point of contact to enable direct communication with users and relevant European Institutions regarding the application of the DSA. These parties may contact BT at dsa@bt.com.  Communication should be in English.

BT Group’s transparency reporting which includes details on content moderation as are relevant to the DSA is available at Protecting privacy and free expression - Responsible - Responsible business | BT Plc.

Statutory Rights Your statutory rights are not affected by this Code of Practice.