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

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

  1. 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).

  1. Complaints Process

2.1 How to contact us


Letter: Customer Care Team Grand Canal Plaza Upper Grand Canal Street Dublin 4

Phone: 1800 923 924 [Mon – Fri : 8am – 6pm (excl Bank & Public Holidays)]

2.2 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.

2.3 Escalation

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.

  1. 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

  1. 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.
  2. Statutory Rights Your statutory rights are not affected by this Code of Practice.