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BT Vulnerability policy statement

Customer vulnerability at BT

We’re committed to treating all our customers fairly and with respect, including those who are in vulnerable situations.

We know that there’s lots of different factors and life events which may cause vulnerability, whether it be long-term or on a temporary basis. It could be because of age, a physical or learning disability or difficulty in communicating. We also understand that challenging circumstances and events like bereavement or separating from a partner can mean that you need some extra support to help keep you connected while you get back on your feet.

We’ll do our best to offer you the right level of help and the most appropriate products and services to help you. Our customer support team will always try to identify specific needs to provide specialised help where it’s needed. Sometimes it isn’t always easy for us to realise if you are experiencing difficulties, so please let the team know if you think they can help.

If you’re in a vulnerable situation and need extra help, please tell us by calling 0800 919 591: Monday to Friday 8am to 5pm. Or if you prefer, next time you have a reason to call us, let our advisor know and they’ll register it on your account so we can consider your extra needs when you contact us next time. It will help us to help you better in the future. Alternatively, you can use one of our other contact methods on the contact us page. You can also give your permission for someone else to contact us on your behalf. Don’t worry, any information you give us will be treated in confidence and in accordance with data protection law.