How to Complain to BT
Step by step: where to complain, what to say, and where to go if BT does not put it right.
Consumer Protection UK is independent and is not connected to BT. This guide uses information published by BT and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- BT official complaints page (opens in a new tab)
BT's complaints page points to its Complaints Code of Practice. The code says you can complain via the bt.com/complaints portal, live chat, email, phone or by post. - If it is not resolved
- Communications Ombudsman
- When you can escalate
- 6 weeks from first making the complaint, or earlier if you receive a deadlock letter (complaints made before 8 April 2026 had an 8 week wait). Source: Ofcom, CISAS and Communications Ombudsman pages.
- Checked
- 2 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
Good to know: If your complaint is about a rented product (for example a rented handset), it may go to the Financial Ombudsman Service instead.
What to Do, Step by Step
- Gather your evidence. Order or account number, dates, receipts, screenshots, emails and what was said on calls.
- Complain in writing using the route above, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
- Keep a record. Note dates, names and reference numbers of every contact. Use email or a form where you can, so you have proof.
- Ask for a final response if you are not getting anywhere, then follow the escalation route above.
- Use other routes if they apply. If the company does not fix it, take it to the free ombudsman or ADR scheme named above. Your bank or card provider may help if you paid by card (Section 75 or chargeback). The Citizens Advice consumer service gives free advice and can pass a report to Trading Standards.
Useful to Know
- Keep speed test screenshots and note the dates of every fault report and call.
- Ask whether you qualify for compensation for a delayed repair, missed appointment or loss of service.
- Check your contract if you want to leave: you may be able to leave without charge if the service is not what was promised.
Want help? If you would like one of our team to look at your complaint, our initial case review is free. Start your case. We cannot guarantee any outcome and do not give legal advice.
More on this company: BT Automatic Compensation for Broadband Faults