BT's Consumer Code of Practice

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

We provide more than 30 million phone lines and serve more than 20 million residential and business customers in the UK. We aim to put our customers at the heart of everything we do, so we have written a code of practice that we hope is clear and useful.

This code 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 for companies who provide phone services to residential customers (also called consumers) and small businesses (defined by Ofcom as businesses employing ten or fewer employees).

Our code is available for download below. You can also get it in a booklet by contacting 0800 800 150. 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, BT Group Regulatory Compliance, 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 e-mail Kevin at compliance@bt.com. Or you can write to Kevin at: ppA6, BT Centre, 81 Newgate Street, London EC1 7AJ.

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

All information was correct when this code was published (February 2008).

We hope you find the BT code useful, if you wish you can download a version of the code  [177Kb].

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