Bt, one of the largest telecoms providers in the UK, has committed itself to customer service excellence. That’s why it has set up an independent dispute-resolution institution called the Bt ombudsman.
What is the Bt ombudsman?
The Bt ombudsman is an alternative dispute resolution (ADR) body, set up by Bt to help customers who have been unable to resolve their complaints through the company’s customer service channels. Customers who have been through Bt’s complaints process and are still unhappy with the outcome can escalate their complaints to the Bt Ombudsman.
How does the Bt Ombudsman work?
When a customer escalates their complaint to the Bt Ombudsman, the case is assigned to an independent adjudicator who will review the evidence and make an impartial decision. The adjudicator will listen to both sides of the argument and assess whether the customer’s complaint is valid and whether they are entitled to any compensation.
If the customer’s complaint is upheld, the adjudicator will make a recommendation for what Bt should do to resolve the issue. Bt will then be required to carry out the recommended action within a certain time frame. If it fails to do so, the customer can take the matter further with another body or agency.
Is using the Bt Ombudsman free?
Yes, using the Bt Ombudsman is free for the customer. However, there are some restrictions on when a customer is eligible to use the service. For example, the complaint must relate to a service supplied to the customer by Bt, and the customer must have followed Bt’s complaints process before escalating the complaint to the Bt Ombudsman. The complaint must also relate to an incident that occurred within the last twelve months.
The Bt Ombudsman is bound by strict terms of reference that are designed to ensure that it makes fair and impartial decisions. Complaints are assessed on their merits and the Bt Ombudsman does not take sides or favour either party.
What kinds of complaints can be escalated to the Bt Ombudsman?
The Bt Ombudsman can deal with a variety of complaints relating to Bt’s services, including billing errors, service issues, and connection problems. The service is also available to customers who have been charged for services they did not receive, or who have been incorrectly billed. The adjudicator can require Bt to provide a refund or other compensation if it is found that the company has made errors.
The Bt Ombudsman can also review complaints relating to the sale, marketing, installation, and activation of Bt’s services. Customers who have been incorrectly sold services they did not want or need, or who have experienced problems during the installation and activation process, can escalate their complaints to the Bt Ombudsman.
How long does the Bt Ombudsman take to make a decision?
Once the customer has escalated their complaint to the Bt Ombudsman, the adjudicator will aim to resolve the issue within eight weeks. If the case is particularly complex, however, the process may take longer. The adjudicator will keep the customer informed of progress throughout the process, and will explain their decision once it has been made.
What should customers do before contacting the Bt Ombudsman?
Before contacting the Bt Ombudsman, customers should attempt to resolve their complaint through Bt’s customer service channels. Customers should contact Bt’s customer services department by phone or online to explain their complaint and try to reach a resolution. If the customer’s complaint is not resolved to their satisfaction, they can escalate it to Bt’s complaints team. If after that, the issue is still not resolved, the customer can then escalate the complaint to the Bt Ombudsman.
In conclusion, the Bt Ombudsman is a free and impartial alternative dispute resolution body that has been set up to help customers who have been unable to resolve their complaints through Bt’s normal customer service channels. It is available to customers who have been incorrectly charged, or who have experienced issues with Bt’s services. The Bt Ombudsman aims to resolve complaints within eight weeks and its decisions are final and binding.