How to Complain About BT
BT is the UK's largest telecommunications provider. Common complaints include broadband outages, incorrect billing, slow speeds, and engineer no-shows.
UK Guide · Updated 2026 · Based on current ombudsman procedures
Common BT complaints
- Broadband outages or slow speeds
- Incorrect charges on bills
- Engineer missed appointments
- Difficulty cancelling contracts
- Poor customer service and long hold times
- Line fault delays
How to contact BT
Phone
0800 800 150Postal address
BT Consumer, Department MPC 1, Hartford Manor, Greenbank Lane, Northwich CW8 1HW
Step-by-step escalation guide
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See the Broadband & Phone escalation guide for the full process.
Time limits and deadlines
8 weeks from your complaint, or if you receive a deadlock letter from BT
Which ombudsman handles BT complaints?
If BT fails to resolve your complaint within the required timeframe, you can escalate to the Communications Ombudsman — which is free, independent, and has the power to award compensation.
Tips for complaining to BT
- 💡BT must compensate automatically under Ofcom rules if an engineer misses an appointment
- 💡Keep a log of broadband speed test results as evidence of slow speeds
- 💡Ask for a 'deadlock letter' after 8 weeks if unresolved
- 💡The Communications Ombudsman is free and can award compensation
📊 See how BT handles complaints
Based on real data from TheyPromised users.
View Complaint Scorecard →💷 What could you be owed?
Try our UK consumer compensation calculator for common complaint types.
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