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How to complain to BT

Generate a structured complaint letter to BT based on your timeline, reference numbers and evidence. Clear, firm, and ready to send.

Broadband fault Overcharging Cancellation Compensation
Generate a complaint letter (£3) How it works Back to Mobile & broadband Typically ready to send in 2–4 minutes.

How it works

1) Add facts What happened, key dates, and who you spoke to.
2) Pick an outcome Refund / replacement / compensation / correction.
3) Send with confidence Clear structure, calm tone, next steps.

Tip: receipts, screenshots, order numbers, account references, and chat/call notes help — but you can still complain effectively without them.

Escalation and evidence

If you do not get a satisfactory response, you can escalate. The right route depends on the sector and whether the firm uses an ADR/ombudsman scheme.

  • Sector: mobile-broadband
  • Regulator / ombudsman / ADR: Ofcom (and/or relevant ADR scheme)
  • Typical wait before escalation: Allow 14 days for a response; escalate via ADR if unresolved.
  • Evidence that helps: Account number, fault reference, outage dates, screenshots of speed tests/bills

Your letter should request a written response and set a reasonable deadline.

Generate a structured complaint letter to BT

BT complaint guidance

Use this page to prepare a clear, firm complaint to BT. Whether your issue involves a BT broadband fault, billing dispute, overcharging, cancellation problem, compensation claim, or poor customer service, the aim is to summarise what happened, what you want done, and the evidence supporting your position.

What this BT complaint letter should achieve

  • Clearly state the problem with dates, account numbers, and reference IDs.
  • Explain the impact (loss of service, financial loss, business disruption, or inconvenience).
  • Request a specific remedy (refund, credit, contract correction, compensation, or service fix).
  • Set a clear deadline for response and outline escalation if unresolved.

Common issues people complain to BT about

  • Broadband not working or slow speeds
  • Overcharging or incorrect bills
  • Early termination or cancellation disputes
  • Missed engineer appointments
  • Compensation for prolonged outages

Keep your complaint focused on the main issue. Avoid including unrelated grievances, as this can weaken clarity.

What to include in your BT complaint

Evidence: Account number, fault reference, outage dates, engineer appointment details, screenshots of speed tests, and copies of bills or previous correspondence.

  • Key dates in chronological order (when the issue started and subsequent developments).
  • Any complaint or case reference numbers provided by BT.
  • Details of what you have already tried (calls, webchat, emails) and the outcome.

Understanding compensation rights

BT is part of the UK’s automatic compensation scheme for certain broadband and landline failures. You may be entitled to fixed daily compensation for delayed repairs, missed engineer appointments, or delayed service activation, without needing to negotiate amounts manually.

What to ask for

  • Be specific: state the exact amount claimed or the action required.
  • If claiming financial losses, itemise them clearly.
  • If seeking automatic compensation, reference the relevant service failure.
  • If you want a formal apology or assurance of corrective action, state this explicitly.

Escalation and timeframes

Expected response time: Allow BT up to 8 weeks to resolve your complaint. You may escalate sooner if you receive a “deadlock” letter.

If unresolved: Ofcom regulates telecoms providers but does not handle individual complaints. If BT does not resolve your complaint within 8 weeks, or issues a deadlock letter, you can escalate to the relevant Alternative Dispute Resolution (ADR) scheme (such as Ombudsman Services: Communications or CISAS, depending on BT’s scheme membership at the time).

Practical tips for stronger outcomes

  • Keep your letter factual, structured, and professional.
  • Use short paragraphs and bullet points for dates and costs.
  • Retain copies of all communications.
  • Record the dates and times of any calls made.

A clear, well-structured complaint improves the likelihood of a faster and more favourable outcome.

Generate a structured complaint letter to BT

BT complaints FAQ

How long should I give BT to respond?
Allow 14 days for a response; escalate via ADR if unresolved.
What should I attach as evidence?
Include receipts/statements, reference numbers, screenshots/photos where relevant, and copies of prior correspondence. Only attach what directly supports your key points.
What if they do not reply or refuse to resolve it?
If you reach deadlock or the issue remains unresolved after a reasonable period, consider escalation via: Ofcom (and/or relevant ADR scheme). You can also consider payment-provider routes (e.g., chargeback) where appropriate.
How do I structure a complaint about: Broadband fault?
State the facts (dates, references), the impact, what you have already tried, and the remedy you want. Keep it limited to the single issue and ask for a written response.
How do I structure a complaint about: Overcharging?
State the facts (dates, references), the impact, what you have already tried, and the remedy you want. Keep it limited to the single issue and ask for a written response.
Generate a structured complaint letter to BT

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