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Bt High Level Complaints Address Please


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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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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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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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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

[email protected]

 

Thats as high as it goes

Edited by locutus

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

Or send a cheque or postal order payable to Reclaim the Right Ltd.

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923 Finchley Road London NW11 7PE

 

 

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  • 1 month later...

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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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!

Me Vs ICS = 1-0

Me Vs BT = 1-0

Me Vs UKPC = 1-0

Me Vs 3 = 0-1 :-(

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  • 1 month later...

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

I been to see the Doctor and hes diagnosed me with Excessive DCA Crank call Syndrome.

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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 Ombudsman)

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.

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

Or send a cheque or postal order payable to Reclaim the Right Ltd.

to

923 Finchley Road London NW11 7PE

 

 

Click here if you fancy an email address that shows you mean business! (only £6 and that will really help CAG)

 

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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 FOS that costs financial institutions £450 per complaint].

 

 

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

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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.

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

Or send a cheque or postal order payable to Reclaim the Right Ltd.

to

923 Finchley Road London NW11 7PE

 

 

Click here if you fancy an email address that shows you mean business! (only £6 and that will really help CAG)

 

If you can't donate, please use the Internet Search boxes on the CAG pages - these will generate a small but regular income for the site

 

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  • 5 months later...

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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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

[email protected]

 

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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:!: All the information I impart is my advice based on my experience. It does not constitute professional advice. If in doubt, always consult with a professional. :!:

 

:-) If you feel my post has been helpful, please click my scales. :-)

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  • 1 month later...
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

Edited by Thatwilldonicely
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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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:!: All the information I impart is my advice based on my experience. It does not constitute professional advice. If in doubt, always consult with a professional. :!:

 

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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

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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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:!: All the information I impart is my advice based on my experience. It does not constitute professional advice. If in doubt, always consult with a professional. :!:

 

:-) If you feel my post has been helpful, please click my scales. :-)

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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

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

Or send a cheque or postal order payable to Reclaim the Right Ltd.

to

923 Finchley Road London NW11 7PE

 

 

Click here if you fancy an email address that shows you mean business! (only £6 and that will really help CAG)

 

If you can't donate, please use the Internet Search boxes on the CAG pages - these will generate a small but regular income for the site

 

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  • 2 months later...

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 redundant 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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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 redundant 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

Firstly, Ofcom is the regulator. Complaints to Ofcom don't cost a telecoms company, unless there are loads about a specific issue in which case they'd be fined. Ofcom can't handle customer complaints about telecoms companies, they only monitor them and/or refer them. Somebody who worked in the Chairman's office of BT for high level complaints would know this. Somebody who worked Chairman's office of BT for high level complaints would also know that complaints are handled by Otelo, not Ofcom.

 

Secondly, I have dealt with many complaints about BT and with not one has a letter to the address on the bill - i.e. the billing address - resulted in nothing. I have seen hundreds of complaints on these and other forums, and nobody who has written to the billing address has received a response from high level complaints, ever!

 

Thirdly, somebody who ever worked in high level complaints would know that complaints can't be handled by Otelo unless they are sent to the complaints address first - not high level complaints, chairman's office, or a member of the board.

 

Fourth, "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." doesn't make sense! A number will be changed because the complaint won't get logged so complaint figures will be inaccurate making the advisor's of hlc look bad? What does this mean? The truth is a number will be changed if it is made too public because they don't want half the world getting hold of it and reaching them!

 

Fifth, I was told by Otelo, ok two years ago, that complaints cost £50. Yes, membership costs money, and there may be internal administrative expenses relating to complaints. This may have changed but I doubt very much it is so much more. I seriously doubt that a complaint referred on deadlock letters costs £90 more! This doesn't make sense, as most complaints are referred to Otelo because of a deadlock letter. The definition of a deadlock letter is a final response that the company refuses to go any further. What "meshair" is saying is that complaints that receive no response from BT or where 12 weeks expires without a satisfactory response from BT that are referred to Otelo cost less than complaints that get a deadlock letter!

 

That is probably the most illogical thing I have ever heard! In fact, if anything a complaint not receiving a response demonstrates that nobody has even attempted to look into it, so that should cost more.

 

I very much doubt "meshair" worked for High Level Complaints in the Chairman's office of BT. I am taking anybody who makes such claims and then posts information that can't physically be correct, with a few tablespoons of salt!

  • Haha 1

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:!: All the information I impart is my advice based on my experience. It does not constitute professional advice. If in doubt, always consult with a professional. :!:

 

:-) If you feel my post has been helpful, please click my scales. :-)

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BT are Full of It.Recently signed up from Tiscali Package to BT Package.They offered a £50 Credit incentive for Tiscali Customers.First Bill arrives with no credit and is £45 instead of £34.79 for the first three months.Call them and they amend it to £34.79 but was told maybe it will show up on the next bill with no guarantees of the correct amount the next time as they signed me on the wrong package which they don't want to amend.What the Hell.

 

I need some advice.Are they in breach of contract.What can i do to resolve the matter or maybe get out of this contract.Tiscali bills were a bit high but at least i never had any issues with them.

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BT are Full of It.Recently signed up from Tiscali Package to BT Package.They offered a £50 Credit incentive for Tiscali Customers.First Bill arrives with no credit and is £45 instead of £34.79 for the first three months.Call them and they amend it to £34.79 but was told maybe it will show up on the next bill with no guarantees of the correct amount the next time as they signed me on the wrong package which they don't want to amend.What the Hell.

 

I need some advice.Are they in breach of contract.What can i do to resolve the matter or maybe get out of this contract.Tiscali bills were a bit high but at least i never had any issues with them.

Firstly, both BT & Tiscali are rubbish!

 

Secondly, it is against CAG rules to hijack a thread. If you want help then start your own thread in the relevant area and hopefully people will try to assist you.

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:!: All the information I impart is my advice based on my experience. It does not constitute professional advice. If in doubt, always consult with a professional. :!:

 

:-) If you feel my post has been helpful, please click my scales. :-)

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  • 1 month later...

hello, last night i sent my complaint to the board of directors. all their names can be found Our board

 

thei email addresses are [email protected] at 9am this mormning i had a personal reply from Gavin Patterson Chief executive BT Retail. 30 mins later i was called by 'high level complaints' team with refund and compensation.

 

hope this info helps all you frustrated BT customers out there!

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Still not resolved prob wth BT (see my post 26 Mar 2009). Do I detect a certain ennui and dissatisfaction amongst BT subscribers?. More and more have been badly served by BT's non-technical staff. This includes incompetent "engineers" who are sent in response to a fault report and log in an imaginary diagnosis which results in overcharge for unneccessary repairs being added to the bill.:mad:

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