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Code of practice for residential customers and small businesses

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 24 million phone lines and serve more than 18 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 BT broadband and Voice over Internet Protocol (VoIP).

Ofcom (the Office of Communications), the industry’s regulator, requires companies who provide public electronic communications services to produce a number of different codes of practice. This code of practice is known as BT’s code of practice for residential customers (also called consumers) and small businesses (defined as ‘businesses with ten or fewer employees’).

Our code is set out in detail below. We pride ourselves on meeting all the standards set for us, whether these are set by the Government, Ofcom or us. We’ll 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.

If you have a complaint about our code of practice, please email us at bt.custhelp.com/app/contact, call our Customer Service for free on 0800 800 150 or write to:

Customer Service Manager
BT Customer Correspondence Centre
Providence Row
DH98 1BT

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 (June 2015).

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 pdf version of the Code of Practice  [254Kb].

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