Ofcom complaints framework
BT must comply with Ofcom General Conditions on complaints handling, maintain a public complaints code, and provide ADR access when complaints deadlock.
Communications Act 2003; Ofcom General Condition C4
BT complaint unresolved?
BT must provide access to an approved ADR scheme.
Content is for general information only — confirm deadlines with regulators and ombudsmen.
Your rights
Key protections that often apply in this sector. Always check the latest official guidance.
ADR access
After 8 weeks or a deadlock letter, you can escalate to BT's approved ADR scheme (Ombudsman Services: Communications). BT must inform you of this right.
Ofcom General Condition C5
Automatic compensation
BT participates in Ofcom's automatic compensation scheme. Compensation is owed for delayed repairs beyond 2 working days, missed engineer appointments, and late activations of new services.
Ofcom automatic compensation scheme
Consumer Rights Act
BT's broadband, phone, and related services must be provided with reasonable care and skill under the CRA 2015.
Consumer Rights Act 2015
Escalation timeline
Typical stages for UK consumer complaints in this sector.
- 1
Formal complaint to BT
Contact BT through their complaints process. Get a reference number. For Openreach-related issues (line faults, engineer visits), BT manages the complaint even though Openreach does the physical work.
Ofcom General Condition C4 - 2
Written follow-up
If unresolved, send written evidence including speed tests, fault reference numbers, and billing documents. Be specific about what outcome you want.
- 3
Deadlock or 8 weeks
Request a deadlock letter or wait for the 8-week threshold.
Within about 8 weeksOfcom General Condition C5 - 4
Ombudsman Services: Communications
Submit your case for free independent review. Binding on BT if you accept the decision.
Alternative Dispute Resolution
Common issues
Openreach engineer delays
Long waits for engineer visits, missed appointments, and faults not being fixed after multiple visits.
Digital Voice problems
Poor call quality after switching to VoIP, incompatibility with medical alarm systems, and service depending on broadband reliability.
Billing bundle confusion
Errors in bundled pricing, discounts not applied correctly, and charges appearing for services that were supposed to be included.
Broadband speed faults
Speeds below estimates, intermittent disconnections, and disputes over whether the fault is BT's line or internal wiring.
Customer service
Difficulty reaching the right team, being transferred between departments, and advisers giving inconsistent information.
Contract and exit disputes
Early termination charges when service quality was poor, automatic contract renewals, and confusion about contract end dates.
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Suggestions are for guidance only. Always verify with official sources.
Frequently asked questions
What about Openreach issues?▼
Even though Openreach manages the physical line, BT is responsible for your service. Complain to BT and they must manage the Openreach interaction. If BT blames Openreach, that is their problem to resolve, not yours.
Digital Voice landline issues?▼
BT is moving customers from traditional copper landlines to Digital Voice (VoIP). If this has caused service problems, especially with medical alarms or poor broadband connections, raise a formal complaint.
Am I owed automatic compensation?▼
If BT delayed a repair beyond 2 working days, missed an engineer appointment, or activated your new service late, check whether compensation was automatically applied to your account.
BT and EE — which do I complain to?▼
Complain to the brand on your contract. If your broadband bill says BT, complain to BT. If your mobile bill says EE, complain to EE, even though they are part of the same group.
Is the ombudsman free?▼
Yes. Completely free for consumers. BT pays the case fee.
What if BT overcharged me?▼
Request an itemised bill, compare with your contract terms, and raise a formal complaint for any discrepancies. Keep screenshots of your online account.
Can I switch while complaining?▼
Yes. Use One Touch Switch for broadband. Your complaint rights continue.
What evidence helps?▼
Speed tests (wired), Openreach fault references, bills, contract documents, engineer visit confirmations, and all correspondence with BT.