Code of practice for residential customers and small businesses

BT code of practice for residential customers and small businesses (including our code on handling complaints)

If you’d like quick and easy support and advice, please go to www.bt.com where you can ask questions, report faults, check your bill and find a wide range of information about our products and services.

We provide more than 30 million phone lines and serve more than 20 million residential and business customers in the UK. Our customers are at the heart of everything we do.

This code of practice is designed to be as clear and useful as possible. It intends to:

• outline the main services we offer;
• tell you how to contact us; 
• give details of arrangements for sending you bills;
• explain how you can pay our bills;
• explain what to do if you have a complaint; and
• outline the main features of other specific services, such as Broadband and Voice over Internet Protocol
• (VoIP).

Ofcom (The Office of Communications), the industry’s regulator, has told companies who provide phone services (phone companies) to produce a number of different codes of practice. This code of practice has been approved by Ofcom as BT’s code of practice for phone services to residential customers (also called consumers) and small businesses (defined as ‘businesses with 10 or fewer employees’).

Our code is set out in detail below. You can also see an online version on the website at www.bt.com. We pride ourselves on meeting all the standards set for us, whether these are set by the Government, Ofcom or us. We will regularly review our processes and systems, and the performance of our people, to make sure that we continue to do the things we say we will.

Kevin Lendor, Compliance Operations Manager of BT Group, is responsible for making sure that we keep to this code. If you would like to comment on the code, or our complaints procedure, please email Kevin at compliance@bt.com. Or you can write to Kevin at:

PO Box 319,
313 Broadway,
Bexleyheath,
DA7 9GJ

Nothing in this code forms part of any contract between you and us. The products and services we describe may not always be available, and from time to time we may change them, our terms and conditions, and the prices we charge. Our standard terms and conditions apply to the products and services. These can be found at www.bt.com.   All information was correct when this code was published (January 2010).

We provide services throughout the UK, although some may not be available in Hull.

We hope you find the BT code useful, if you wish you can download a version of the Code of Practice  [247Kb].

To view the download on this page you may need some software. This can be obtained by following the links below.