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How to Complain to BT
BT's complaints page points to its Complaints Code of Practice. The code says you can complain via the bt.com/complaints portal, live chat, email, phone or by post. If it is not put right, you can take it to Communications Ombudsman.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to BT
How to Complain
BT's complaints page points to its Complaints Code of Practice. The code says you can complain via the bt.com/complaints portal, live chat, email, phone or by post. source
When You Can Escalate
6 weeks from first making the complaint, or earlier if you receive a deadlock letter (complaints made before 8 April 2026 had an 8 week wait). Source: Ofcom, CISAS and Communications Ombudsman pages. Scheme: Communications Ombudsman. source
Your Contract
Information Before You Sign
Before you are bound, residential customers and small businesses with ten employees or fewer should receive a written one-page summary of the contract (three pages for bundled services) covering charges, contract length and how to cancel, followed by the fuller written contract information. source
Changes to Your Terms
Providers can change contract terms, but they must give at least one month's notice, and you have the right to leave without penalty if the change does not benefit you. You cannot leave over changes that only benefit you, are purely administrative or are imposed by law, such as a VAT change. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 6 weeksGo to Communications OmbudsmanOr sooner if BT sends a final (deadlock) response
- 30 daysNotice before a price rise that was not clear in your contractAt least 30 days before it takes effect
- 30 daysLeave without exit fees after a price rise noticeWithin 30 days of that notice
- 1 monthNotice of other contract changes that do not benefit youAt least one month, with a right to leave without penalty
- 17 Jan 2025New contracts: price rises in pounds and penceApplies to contracts signed from 17 January 2025
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to BT in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, take it to Communications Ombudsman.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. All are free.
BT Complaints
Always start here, in writing.
Communications Ombudsman
After 6 weeks, or when you get a final (deadlock) response.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Good to Know
Small things that make your complaint stronger.
If your complaint is about a rented product (for example a rented handset), it may go to the Financial Ombudsman Service instead.
Keep speed test screenshots and note the dates of every fault report and call.
Ask whether you qualify for compensation for a delayed repair, missed appointment or loss of service.
Check your contract if you want to leave: you may be able to leave without charge if the service is not what was promised.
Consumer Protection UK is independent and is not connected to BT. This guide uses information published by BT and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- bt.com/help/complaints Checked 2 October 2026
- bt.com/content/dam/bt/help/complaints/Complaints_Code_of_Practice.pdf Checked 2 October 2026
- ofcom.org.uk/phones-and-broadband/service-quality/adr-schemes Checked 2 October 2026
- commsombudsman.org Checked 2 October 2026
- commsombudsman.org/faqs Checked 2 October 2026
- ofcom.org.uk/complaints/complain-about-phones-or-internet-services/contracts Checked 12 October 2026