Complaints Procedure BtL aims to keep all of our customers happy all of the time. However, with the best intention and planning, things do occasionally go wrong.

When this occurs we aim to keep our customers fully informed and resolve the issues as soon as is practically possible.

However, if a customer ever has reason to complain or is unhappy with their treatment our process is as follows;

• Build an accurate timeline of the events that have taken place. This will include references to all communications made between the customer and BtL.
  
  
• Reference the issue to any relevant Service Level Agreements that may cover the product or service being considered.
  
  
• Identify the gap between the customer’s desired outcomes and what has actually happened.
  
  
• BtL will then consider the issue and propose a settlement that may include one or all of; an explanation, a credit on services already provided, a credit against future services.
  

Based on the rules laid down by OfCOM, the Industry regulators, this process can take up to 3 months from the date of the initial complaint. If at the end of this time the customer is still unhappy with the proposed settlement from BtL, they can take the matter up with OTELO, an independent adjudicator. The service provided by OTELO is free of charge to the customer and BtL is bound by their decisions.

Our contact details

BtL Communication
Manhattan House
140 High Street
Crowthorne
Berkshire
RG45 7AY

Tel:  0845 450 2100
Fax: 0845 450 2101
Email: info@btlc.co.uk