Customer Relationship management

About Us

Customer Service

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Customer Service Targets


BT is totally committed to providing you with the best possible customer service, whether you are dealing with us over the phone, by post, or online.

We have set ourselves the following Customer Service Targets and will strive to meet them every single day:-

  • You will be greeted by a named agent on the telephone.
  • You will receive polite, friendly and professional service from us.
  • We will provide you with up-to-date product information.
  • We will not recommend a product until we have taken the time to understand your individual needs.
  • If you leave us a message, your call will be returned no later than the next working day.
  • We will confirm the progress of your order within 24 hours of it going live on our system.
  • We will keep you informed on the progress of your order from start to finish.
  • We will try to fix problems immediately. If we cannot do this, we will investigate and keep you updated.
  • All of our correspondence with you (letters, emails or texts) will be straightforward and easy to understand.
  • All correspondence received from you will be acknowledged or responded to within two days of receipt.
  • You will be able to access your billing information online 24 hours a day.
  • We will continually improve what we do and how we work with you.
  • We will protect your confidential information and respect your data protection rights.

Your feedback, comments and suggestions help us to keep on getting better.

So please let us know what you think. You can contact us online via or by telephone on Freephone 1904 — we will be very happy to hear from you.