I've had a complaint open with BT in various forms since August 2005 with no resolution in site. I have mainly been contacting their call centre.

Does anyone know a better person/department to contact which may be easier on my sore head?

Cheers,
Tranton

Contact Ofcom between 9am and 5.30pm monday to friday on 0207-981-3040 and tell them your complaint and depending on the type of complaint, they will either deal with it themselves or direct you to an alternative dispute service such as Otello.

If Ofcom do tell you to go to an organisation like otello, they will certainly be able to deal with you enquiry since its after 12 weeks since you first complained to BT.

If you problem still persists and live in a area served by Telewest,NTL or Wight Cable, you should consider changing your line altogether and move away from BT.

An approach which has worked for me in the past is to go to the Companies House website, get a Directors Report for BT (costs about £2) and then write to each Director at their home address detailing the issue and how it has failed to be resolved.

Within a week of doing this, my issue was sorted out after many weeks of dealing with call centres, etc.

Thank you folks, i'll type up a letter this afternoon. I will then decide who to send it to.

Wilma - Report was £1, i'm not sure if i'll use it yet but it's useful knowledge all the same.

If you don't want to send it to the directors home address, send it to the company's registered address, addressed to the director's name in person.

Often gets just as good a response

Try

cceo@bt.com

or

ben.verwaayen@bt.com

both into the Chief Executives office at BT and once in there usually get a quick result.

Cool, thanks for that. I received a phone call from a lady in the BT complaints dept last weekend.So i will give them this week to try and finally resolve. If not then i will try some of the suggestions above.

0800 545 458

You have to ask for a "Level One" manager, then a "Level Two Manager". If once you have spoken to a Level Two manager you are still unsatisfied, you ask for the Complaint Review Service.

I came across this bt complaints blog and found that I am not the only one having trouble with BT. The submit your BT complaint webpage has had hundreds of complaints about BT.
Hopefully blogs like this will help BT get their act together coupled with their recent appearance on Watchdog!

Just about to fire off another complaint letter. I opted for paperless billing last year which actually just meant they stopped billing me and cancelled my DD as they had just messed me around.

After finally sorting it all out and agreeing a fixed monthly payment from 24 Jan they started taking payments on 24 Dec before I had even signed the mandate.

I then claimed because they were in breach of the DD guarantee and now as soon as they have taken the first payment out they have written to say they are upping it by £15 a month despite my bills being almost static for the last 2.5 years as I only have the phoneline to get broadband.

I've just written this time and said I've no issue if you want to hold up your hands and tell me you are incapable of sorting out my billing but if that is the case just let me know so I can start to look for another provider.

Probably the quickest way (excluding any queues you'll have to wait in, of course ) is simply to escalate your call to a manager.
Now, at first any advisor will escalate to a coach - who have limited abilities to resolve - however, you can stipulate that you wish to speak solely to a manager, and yo'll receive either a transer or call back. A manager, in all honesty, can rarely be bothered to argue, and offer a 'gesture of goodwill' (if of course your complaint can be remedied with a financial payment). I have also known some calls be escalated to the Call Centre Manager, so my advice is to hang in there - i know it can be time consuming, but you can certainly resolve your issue with one call. Just keep escalating.

If you want a bit of specific advice on your complaint, PM me and i'll offer the best advice i can.