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Concerned about our Service? – How to make a Complaint.

Complaints – Code of Practice for Managing Retail Customer Complaints / Dispute Resolution

Our Commitment

We are committed to providing you with the best telecommunications service in the world. But, despite our best attempts, things can go wrong leaving you dissatisfied with our products and services. If this happens, we want to know so that we can put things right as quickly as possible. In managing complaints, we have to follow the Code of Practice principles set out by the Commission for Communications Regulation (ComReg).

Complaints Process

How to contact us:

Calling us is the easiest way to resolve your complaint, and our team are happy to help.

Phone: 1800 923 924 [Mon-Fri: 8am-6pm (excl. bank & Public Holidays)]

Send us a letter at:

Customer Care Team

Grand Canal Plaza Upper

Grand Canal Street

Dublin 4

Digital Services Act

The Digital Services Act (“DSA”) requires intermediary service providers to designate a single point of contact to enable direct communication with users and relevant European Institutions regarding the application of the DSA. These parties may contact BT at  Communication should be in English.

BT Group’s transparency reporting which includes details on content moderation as are relevant to the DSA is available at Protecting privacy and free expression - Responsible - Responsible business | BT Plc.

Complaint Handling

We’ll acknowledge all complaints sent in by letter or email within 24 working hours of receipt. We’ll record each complaint with a unique reference number on a tracking system. We aim to resolve complaints within 10 working days.


If you’re not satisfied with how your complaint is being handled you can ask for it to be escalated within BT or refer it to the Regulator.

Independent Advice

We always try to provide the best advice to our customers, but if you want to talk about your complaint with an independent organisation, here are some suggestions:-

Commission for Communications Regulation

1 Dockland Central, Guild Street, Dublin 1, D01 E4X0

Tel: 01 804 9668

Small Claims Courts

Local District Court offices will supply relevant information for your area

National Consumer Agency

4 Harcourt Road, Dublin 2

Tel: 1890 432 432

Advertising Standards Authority

Ferry House, 48 Lower Mount Street, Dublin 2

Tel : +353 1 613 70 40

Refunds – BT use Electronic Funds Transfer (EFT) as the mechanism to pay refunds and this will be triggered when appropriate during the resolution of the complaint.

Statutory Rights Your statutory rights are not affected by this Code of Practice.