Patricia Pearl - Small Claims Procedure - A Practical Guide


An excellent guide for the layperson in how to use the County Court - a must if you are intending to start a claim.

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  1. #1
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    Default Bt High Level Complaints Address Please

    Hi all,

    Before I contact OFTEL, I want to appeal to BT.

    We used to be able to ask to be put through to High Level Complaints department,,,, but now I can't get past other desk-jockeys that want me to repeat the problem time & time again, then say that they can't help.

    I have been told to write to the Correspondence Centre,,,, but I now need to go higher than that.

    Can anyone give me the address of the highest department that I can write to (preferably the C.E.O's) please ?

    I find BT unnecessarily bad,,,,, but once you get through to the top people - they do tend to get things sorted - which no underlings can, or will do.

    thanks in advance

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  2. #2
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    Default Re: Bt High Level Complaints Address Please

    Customer Service Director
    BT plc
    Correspondence Centre
    Durham
    DH98 1BT

    Not the C.E.O. but pretty high. Hope they can sort it for ya.

    If you want any further advice, there are quite a few knowledgable people on these boards, just ask .

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  3. #3
    Basic Account Holder Furkin Novitiate

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    Wink Re: Bt High Level Complaints Address Please

    many thanks locutus,
    as I say, I need to go higher than that.
    (I know that BT workers will tell us that ALL complaints have to go through the C.Centre,,,, but I know better [well,,, almost - I know I can get higher,,,,, but need to know how].

    I appreciate your input,,,, and agree,,,, that someone, somewhere will know

    cheers


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    Default Re: Bt High Level Complaints Address Please

    If you need higher than the customer service director, then I'd suggest using the registered address (for taking them to court etc..)

    BT LIMITED
    81 NEWGATE STREET
    LONDON
    EC1A 7AJ

    I'd assume someone who knew what they are doing *Should* be there LOL

    If you need higher then

    Sir Michael Rake is chairman
    Michael.Rake@bt.uk.com

    Thats as high as it goes

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    Default Re: Bt High Level Complaints Address Please

    Just sent an email to the chairman telling him how crap his company are! Doubt he'll do anything about it, but at least i might annoy him for a minute or two!


  6. #6
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    Default Re: Bt High Level Complaints Address Please

    RN: They just don't seem to give a damn,,,,,, the company no longer care,,,, whereas all companies years ago would fight to keep your custom,,,, they arn't bothered now whether we stay with them or not.

    Every time we contact the ombudsmen of various services,,,,,, they might just as well be employed by the companies,,, as they just reiterate the standardised spiel as the companies do,,,, they are no help at all.

    All we can all do, is vote with our custom. If complaints don't work, go somewhere else.

    Good Luck


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    Default Re: Bt High Level Complaints Address Please

    BT have the monopoly, they own all the lines! So they know they can treat us the way they do, because we have little or no alternative. At least emailing him didn't cost me anything and made me feel better about the 120 bill i just paid!


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    Default Re: Bt High Level Complaints Address Please

    Ok so your P1$$ed off with BT, (British Twits)

    Ring Ofcom on 020 7981 3040 Then Press option 1 and Option 3. You will get an advisor this way, gauranteed.

    Put in your formalcomplaints and ask for BT's High Level complaints and a reference number. You will get a reference Number but in case you don't get the High Level Complaints number for BT its 0800 731 2762.

    Make as much fuss as possible, once you have contacted BT and give your reference number they should start to take notice. If that fails, go down the post line and if that fails Ofcom will help.

    www.nwcpnefc.co.uk/forum football, whinging and anything else
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  9. #9
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    Default Re: Bt High Level Complaints Address Please

    You may prefer to lodge a complaint with Otelo (providing you have either recieved a deadlock letter or your complaint has been ongoing for 12 weeks)

    Otelo's contact details are as follows:
    Otelo (Office of the Telecommunications Ombudsmanicon)
    PO Box 730
    Warrington
    WA4 6WU
    Phone: 0845 050 1614
    Fax: 0845 050 1615

    It costs BT a large sum of money for Otelo to even look at a complaint, so it is worth telling BT before you do this. Also Otelo are quite likely to award compensation. It's not a fast solution but hopefully it will help some people.

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  10. #10
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    Default Re: Bt High Level Complaints Address Please

    Quote Originally Posted by locutus View Post
    It costs BT a large sum of money for Otelo to even look at a complaint, so it is worth telling BT before you do this. Also Otelo are quite likely to award compensation. It's not a fast solution but hopefully it will help some people.
    It costs British Trouble 50 for each Otelo complaint, hardly a large sum of money! [It's the fosicon that costs financial institutions 450 per complaint].


    British Trouble is nothing but TROUBLE!!! To be avoided at ALL costs!!!

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  11. #11
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    Default Re: Bt High Level Complaints Address Please

    Only 50? I thaught it was higher. (probably the propaganda BT fed me when I was working for them )

    Still, if you have a deadlock letter or you've let it go for 12 weeks without taking them to court, would be worth contacting Otelo.

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  12. #12
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    Default Re: Bt High Level Complaints Address Please

    Hi Iaint...
    BT High Level complaints 0800 731 2762. I got through to this number.
    which got me more information on an ongoing prob. with BT. They wanted to know where I got their number because they said it can only be divulged by OFCOM Reference Team (0300 123 3333) & (0807 312 762 762) where I was treated with the greatest of respect and efficiency. I did not tell them where I got the contact details. Many thanks for your post.
    At last somebody was prepared to listen and engage in sensible discussion and advice!.


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    Default Re: Bt High Level Complaints Address Please

    Quote Originally Posted by locutus View Post
    If you need higher than the customer service director, then I'd suggest using the registered address (for taking them to court etc..)

    BT LIMITED
    81 NEWGATE STREET
    LONDON
    EC1A 7AJ

    I'd assume someone who knew what they are doing *Should* be there LOL

    If you need higher then

    Sir Michael Rake is chairman
    Michael.Rake@bt.uk.com

    Thats as high as it goes
    Just noticed this post - reading through my subscribed threads - the actual company is British Telecommunications PLC. "BT Limited" supplies the services to group companies and to overseas markets. If you have a contract with British Trouble, then you should write to the same address but to "British Telecommunications PLC" which is the company that would supply your phone line. Technical difference, but very relevant if issuing court proceedings or the like.

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    Default Re: Bt High Level Complaints Address Please

    Quote Originally Posted by swindoed View Post
    Hi Iaint...
    BT High Level complaints 0800 731 2762. I got through to this number.
    which got me more information on an ongoing prob. with BT. They wanted to know where I got their number because they said it can only be divulged by OFCOM Reference Team (0300 123 3333) & (0807 312 762 762) where I was treated with the greatest of respect and efficiency. I did not tell them where I got the contact details. Many thanks for your post.
    At last somebody was prepared to listen and engage in sensible discussion and advice!.
    Hi every one, just registered, been having problems with erroneous one off charges set against my phone bill and the In-laws phone bill after subscribing both of us[in the same town]to BT's Anytime Unlimited plan from the default BT plan. In-Laws had an over charge of 207+ pounds taken from their bank account. BT admitted they were wrong but only credited the BT accounts, not the bank accounts. Took me 103 days to sort it out from start to finish.

    Then they [BT] did it to me when I signed up, BT Ireland promised to sort it, which they did not, then BT India rang me today [who I refuse to contact because in the In-Laws case I found them completely useless, bless em] Any the lady said that my BT account would be credited but not my bank account.

    Anyway I was on the verge of contacting Oftel, when I stumbled up this website........rang the BT High Level complaints 0800 731 2762, explained my case, and even though I should have gone through Oftel first. The lady said BT's service to myself and the In-Laws had been abysmal, gave me a reference number, is having the money BACS back into my bank account, and both the In-Laws and I will receive compensation for our troubles.

    Thanks for the info, one call and sorted

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    Default Re: Bt High Level Complaints Address Please

    Quote Originally Posted by Thatwilldonicely View Post
    Hi every one, just registered, been having problems with erroneous one off charges set against my phone bill and the In-laws phone bill after subscribing both of us[in the same town]to BT's Anytime Unlimited plan from the default BT plan. In-Laws had an over charge of 207+ pounds taken from their bank account. BT admitted they were wrong but only credited the BT accounts, not the bank accounts. Took me 103 days to sort it out from start to finish.

    Then they [BT] did it to me when I signed up, BT Ireland promised to sort it, which they did not, then BT India rang me today [who I refuse to contact because in the In-Laws case I found them completely useless, bless em] Any the lady said that my BT account would be credited but not my bank account.

    Anyway I was on the verge of contacting Oftel, when I stumbled up this website........rang the BT High Level complaints 0800 731 2762, explained my case, and even though I should have gone through Oftel first. The lady said BT's service to myself and the In-Laws had been abysmal, gave me a reference number, is having the money BACS back into my bank account, and both the In-Laws and I will receive compensation for our troubles.

    Thanks for the info, one call and sorted
    Well done.

    But it's Ofcom. Oftel hasn't existed for several years now!

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    Default Re: Bt High Level Complaints Address Please

    Quote Originally Posted by legalpickle View Post
    Well done.

    But it's Ofcom. Oftel hasn't existed for several years now!


    Well if I had decided to contact them, I reckon I'd have realised my mistake


  17. #17
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    Default Re: Bt High Level Complaints Address Please

    OFTEL -v- OFCOM

    What was the difference ?

    I ask this as when I contacted them both some years ago, (through their none geographic envelopes) both the replies were from the same office/suite at the same address.

    Both replies were almost identical, except some punctuation,,,,, it looked as if one of them copied the other,,,, but didn't quite pay attention to the others dots 'n commas' etc.

    They both said that Big Trouble were right,,,,

    To me - at that time - I thought they were taking the proverbial pee,,,, which I now know they were, cos BT were certainly in the wrong, & eventually it was sorted - to me that makes both OFCOM & OFTEL unreliable (in some cases).

    Good Luck to all


  18. #18
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    Default Re: Bt High Level Complaints Address Please

    Quote Originally Posted by Furkin View Post
    OFTEL -v- OFCOM

    What was the difference ?

    I ask this as when I contacted them both some years ago, (through their none geographic envelopes) both the replies were from the same office/suite at the same address.

    Both replies were almost identical, except some punctuation,,,,, it looked as if one of them copied the other,,,, but didn't quite pay attention to the others dots 'n commas' etc.

    They both said that Big Trouble were right,,,,

    To me - at that time - I thought they were taking the proverbial pee,,,, which I now know they were, cos BT were certainly in the wrong, & eventually it was sorted - to me that makes both OFCOM & OFTEL unreliable (in some cases).

    Good Luck to all
    Oftel doesn't exist! Ofcom took over the operations of Oftel and some operations of other government departments. Oftel was the Office of Telecommunications and only dealt with telecoms & mobiles [to the best of my understanding]. Ofcom deals with all communications - including radio broadcast and television broadcast.

    You probably contacted them when they were switching over which would have been in late 2003. Officially on 28th/29th December 2003, Oftel ceased to exist. Ofcom inherited:
    - Oftel
    - Broadcasting Standards Commission
    - Independent Television Commission
    - Radio Authority
    - Radiocommunications Agency

    Yes, Ofcom is not the best place to turn when having problems with telecoms companies, but whilst I am normally the last person to defend any part of this government, they weren't established to deal with complaints.

    Complaints should normally be made through the complaints procedure of the telecoms company and then through the ADR scheme they subscribe to [either CISAS or Otelo], but Ofcom do attend a little bit to complaints but only complaints that fit the areas they are looking into.

    Basically, if Ofcom aren't looking into that area of complaint then they won't look into your complaint. The only other reason for calling Ofcom is in case they get a substantial amount of complaints about a particular company or particular problem. They may look into rectifying that problem by establishing a by-law. And, Ofcom can't award compensation unless by implementing a law and a company breaking it [and I mean communications related law, not normal consumer law]. So yes, for complaints overall Ofcom are useless but that isn't their remit!

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  19. #19
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    Default Re: Bt High Level Complaints Address Please

    Otelo is the ADR that deal with BT. If you complaint is still ongoing you should Read this :- Ofcom - How to complain and if you've done everything there contact them Office of the Telecommunications Ombudsman - Contact Us

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  20. #20
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    Arrow Re: Bt High Level Complaints Address Please

    The best way to get to the high level complaints department is to either write directly to the chairman or a member of the board. Or to the address on the bill. While you are waiting to hear back from these letters go through the normal channels of ringing an advisor and insit on getting the complaint escalated if you are still unhappy with the outcome.
    Try and get the advisors name, however they may only give there first name for security reasons (or alternatively ask for there ein number in which case they will probably **** themselves thinking you know the system). There managers name and a contact number if they say they are going to ring you back but most importantly you need a reference number for your complaint.
    It is vital that once you get a response from HLC that they can refer to the complaint on your account, if there is no previous contact showing for the complaint you will be in for a long wait.
    Response time from the hlc dept can take upto 2 months so just hold tight.
    I noticed on previous posts that numbers for a department are being shared, make the most of it as once a number gets posted like this it will be changed. The reason for this is that the complaint wont be logged with head office so complaint figures will be inaccurate making the advisors of hlc look bad.
    Also Id like to point out that 50 for an ofcom case is untrue it costs 260 also dead locks are 350. If you are still unhappy with the resolution offered by hlc advisor then escalate to there manager.

    If anyone needs further info just ask, do not try and state that my info is incorrect because up until december when i was made redundanticon i worked in the chairmans office for high level complaints
    Oh just one more thing, be polite most people want to help but they arent permitted to go beyond what they are allowed to do

    yours,
    the meshiar



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