BT business responding to complaints

[Spanisit]

Hi, I have been trying to resolve a complaint with BT business but they never respond to written complaints. Has anyone ever had a response to a written complaint?  This means I have to call each time and repeat my complaint over the phone to a call centre, only for someone to tell me only EE can resolve it and they're closing the case ARG! Obviously I've had this  same conversation with EE who tell me only BT business can resolve the matter! I'm going around in circles. Anyone know how to get a proper complaint response from BT from someone who is allowed to use their brain to resolve the issue? 

[HannahC1]

Hi Spanisit, 

I'm sorry to hear about this, If you send us a private message we can have a look into this for you and support. 

Thanks 

[Xi00xi]

No there is no way to have a formal complaint in writing. I followed their website sent two email for complaint in order to retain record, there is no reply. I spoke to a complaint team manager, I asked why there is no reply, she said that email is not in use 

[Spanisit]

Thanks, I suspected as much but it's so weird to have a complaints inbox but to then not respond to it is terrible. 

[698175]

I've experienced similar problems; talking on the phone has also not yielded any satisfactory outcome and they have refused to provide me with transcripts as evidence of the calls...

So I'm gearing up to take my complaint to the ombudsman. Here's what I've been advised to do:

- Register a complaint outlining the details; apparently this anchors the date from which resolutions (or lack of) can be measured. You should get a reference number that you can refer to

http://business.bt.com/help/forms/complaints/subject/Broadband%20billing%20complaint

- Go through the motions of attempting to achieve resolution

- When this hasn't worked (I think after 6/8 weeks) you can then formally request a letter of deadlock, e.g. if they say they can't resolve any further or refuse to remedy what you believe to be in error still. This then gives you the option for referral to the ombudsman and crucially it suspends any attempt to recover further costs from you

- Contact the ombudsman with the case details and enlist their help

I know this is tedious and not what you or I would prefer to happen but since BT Business complaints procedure is woefully inadequate, it appears to be the most prudent route. Also, I was advised to NOT stop paying the bill that was due since non-payment would cause a breach of contract and associated penalties

Good luck