@btcare Bt High Level Complaints Address Please

[legalpickle]

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!!!

[legalpickle]

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.

[legalpickle]

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!

[legalpickle]

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!

[legalpickle]

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!

[legalpickle]

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.

[legalpickle]

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.

Anybody who likes British Trouble hasn't experienced them!

 

Your post of 26th March didn't give any details of your complaint. I suggest you start your own thread in the telecoms - mobile or fixed part of CAG, detailing your problems and hopefully somebody will come along and help you.

[legalpickle]

Landline Phones -

Customer service issues, quality of service and phone repairs

 

Openreach is a new part of BT which has been created to install and maintain phone and internet connections to Britain’s homes and businesses on behalf of most telephone and internet service providers.

You will notice that if an engineer needs to visit your home to fix any wiring he or she will be an Openreach engineer, whether or not you are a BT phone or internet customer. All Openreach engineers will carry identification. If you are in any doubt about an Openreach engineer visiting your home, please contact your phone company.

For more information on Openreach please click here. Link to www.openreach.co.uk

 

Openreach was created to form a BT company over which OTELO has NO JURISDICTION OR AUTHORITY. If You report a faulty telephone to the 'service provider' ie BT Retail.they (Openreach) may send a young partly qualified person who is not qualified to climb a pole or mount a ladder! and you will be charged a call-out fee and a charge for imaginary 'repairs' indoors which, if you dispute it will result in your phone being disconnected or the service restricted and you wont be able to phone out. Openreach will send an invoice to BT Retail who will send you a bill for uneccessary repairs.

Complaints to OTELO therefore are a complete waste of time since they will uphold the interests of BT rather than the complainant. Compensation usually termed 'a gesture of goodwill' is niggardly and does not adequately represent the expenses incurred in making a claim. OTELO's powers should be extended to encompass the activities of ALL BT GROUP COMPANIES AND ORGANISATIONS concerned with telephone service. I am extremely disappointed with the result of my claim having been electronically shunted between BT call centres from Durham via Cairo, Bangladesh, The Phillipines and probably Timbuctu and Newcastle. It has taken a year for the ombudsman or ombudswoman to wade through all all the other BT customers who have complained and I have had enough. I am going to agree to his/her terms just to get rid of it!.

1. If you have an issue that you want help with, please start your own thread. Hijacking another thread is against CAG rules.

 

2. If you have a problem with another landline provider, then you complain to them, and they must be a member of either CISAS or Otelo to whom you should complain if the responses are not forthcoming or satisfactory.

 

3. BT Openreach is a separate division from BT Retail and has no contract with consumers. Problems with the engineer sent out by BT Openreach must be raised with the company who contracted the engineer NOT BT Openreach. Unfortunately many telecoms companies try to throw the blame on BT, telling the customer to contact them directly but this is incorrect, and the customer canNOT contact Openreach directly & Retail are just like any other telecoms provider.

 

It seems your problems relate to an engineer from BT Openreach who was sent out by another telecoms company. Your message is VERY unclear, so this is my understanding based on what you have written. In such an event your only point of contact at the first stage is your telecoms provider NOT BT Retail OR BT Openreach.

 

If you need further assistance please start a new thread clearly explaining your problems.

[legalpickle]

Hi legal pickle.

 

1. Will you please explain how you consider I have 'hijacked' this thread, since my last post is consequent to my other earlier posts in this thread?
   
2. I am informed by OTELO that BT Retail IS my service provider, comment please.
   
3. I have notified, consulted and corresponded with ALL the telecoms bodies and organisation you mention.
   
4. My complaint was investigated by OTELO as a result of a 'Deadlock' letter from BT, my service provider.
   
5. I have complied with the complaints process in great detail being asked to provide all of them with multiple copies (ad infinitum) describing the circumstances of my complaint.
   
6. Are you involved in the administration of these forums and in what capacity?
   

Having exhausted all avenues I have now decided to agree to OTELO's unsatisfactory Final Decision to avoid further distress and so that we can 'phone out again from our currently restricted service.

 

Regards and best wishes, swindoed.

swindoed,

 

I am not - thankfully - involved in the administration of CAG, but anyone in the know on this forum knows that my assistance in very complex cases to persons on CAG has assisted many in circumstances where other assistance was rarely available.

 

I did not mean offence by my post. You were not the OP, and as such posting more than information that may assist the OP is hijacking a thread. Your first post on this thread seemed to be somewhat with an intent to help, but your second post on this thread would also be considered hijacking.

 

My response to your second post clearly recommended to detail your complaint in a new thread.

 

Your third post was VERY unclear and led me to believe that your problems are with Openreach, not BT Retail. I was helpfully responding that if you want assistance you should start your own thread detailing all issues that have gone on rather than write so unclearly that even an experienced member of this forum - who has personally sued BT or BT subsidiaries at least 13 times, and helped numerous CAGgers and others in legal disputes and in complaints to Otelo & CISAS - cannot understand what you were rambling on about.

 

Again, no offence was meant. I was only attempting to assist.

[legalpickle]

I have read through this thread twice and second all of the above post by legalpickle . .

 

I could tell you all some stories about BT but it really would not be appropiate. lol.

Oh, I could tell your stories about British Trouble that would make your blood boil to 100 degrees centigrade in 1 second flat!

[legalpickle]

Yeah I bet, due to them holding the monpopoly for so long they thought and partly still do think they are above the law and do not need to offer any kinda service due to customers having no other choice but them !!

Nope, but due to everything British falling to pieces!

[legalpickle]

Thankfully Blatant theft do not have all the monopoly. If you live in a area serviced by Virgin media (cable) you can dispose of BT. I have really fast and efficent Broadband and since being in a dispute with BT who charged me 213.00 when I reported my phone out of order via BT .com site ( despite not informing me of there prices!) I now have a virgin cable phone connection installation was 30.00! Have to say I have found to date virgins customer service to be of a good standard. Would recommend changing.

It seems people have mixed experiences with Virgin cable, despite everybody I know or hear from having only negative experiences with British Trouble (including P/i/s/s/Net and other brandnames) & TalkTalk (including Tiscali and other brand names) - myself included.

 

BUT: Virgin do offer a PSTN "service" where they don't offer cable. Make sure that you don't connect to that if they offer it, as it seems to be terrible from what I hear.

 

And sorry to disagree with you, ellenana, but Virgin Cable is not available everywhere. Even in large cities many small roads don't have access. Where I live none of the small roads have Virgin Cable but all the other roads do. So, I live in a block of flats on a road going between two relatively large roads and neighbours less than 2 minutes away have Virgin Cable, but I can't get it!