Two years ago we applied online for BT to move our business phone lines about 1/4 of a mile to new premises. As the only way to communicate with them is via their website we placed the order online and received an immediate email acknowledgement of the order, therefore we had every reason to believe that the wheels were in motion.
Seven weeks and many emails later we finally had phone lines. We then went after BT for compensation - according to their website they will pay up to 25K compensation for business losses caused by their incompetence.
After much correspondence they offered us approx £1000 but refused to pay us for the first five weeks or so on the basis that they only pay from when an appointment to install the lines is actually made.
I have read up on e-commerce and remain adamant that the contract was formed when we placed the order on their site and they acknowledged it. When I accepted their compensation offer I said it was in full and final settlement of their inability to supply a telephone service between the date they say the contract was made and the date we actually got service, which is only a period of about ten days.
I am now proposing to pursue them for the preceding five weeks. This is my letter so far:
The Chairman
British Telecommunications plc
81 Newgate Street
London
EC1A 7AJ
LETTER BEFORE ACTION
Dear Sirs
Account No:
Complaint ref:
We refer to previous correspondence in the matter of BT’s failure to provide a service for the relocation of our business telephone lines. In all it took seven weeks and 1 day for our telephone lines to be moved.
Having accepted a credit to our account for BT’s inability to supply a telephone service for the period after which BT states it became aware of the order, we now believe that we have sufficient evidence that the order was acknowledged a month prior to that date and therefore seek further compensation for loss of earnings.
You will see from previous correspondence that our acceptance of the full and final settlement offer was between two specified dates, and that we actually placed the order via BT’s website on xx xx 2005.
We therefore request a more realistic offer of compensation. Should this not be forthcoming we will seek recourse from the courts.
Yours faithfully
I am sure we will get yet another fob off letter. But one thing I am unsure about is when we do issue proceedings how much should we claim? Do we come up with our own suggested figure of damages?
I know this is not a consumer issue but hope someone can give me some insight. Thought I had already posted this on here but if I did I can't find it.
Thanks
Goldlady
Help with LBA to BT 
