BT Customer Service Compensation Scheme

Sometimes things go wrong so we've got our Customer Service Compensation Scheme, which covers our broadband, fibre, and phone systems.

 

When compensation can be claimed

Standard compensation

Products

Delayed repair

Standard care package:

If target fault fix time is missed:

Report by 21:00 on a working day, the fault should be fixed before the end of the second working day (up to midnight)

Incidents reported after 21:00 on a working day, or any time at weekends or on bank or public holidays are treated as if reported at 08:00 on the next working day

One week’s rental credit for each day (or part day) past the target fault fix time. Subject to a maximum of 12 days*

All BT business broadband products (excluding BTnet)

 

Prompt care package:

If target fault fix time is missed:

Report by 21:00 on a working day or Saturday, the fault should be fixed before the end of the next working day (up to midnight)

Incidents reported after 21:00 on a working day or Saturday, or anytime on a Sunday, bank or public holiday are treated as if reported at 08:00 on the next working day

One week’s rental credit for each day (or part day) past the target fault fix time. Subject to a maximum of 12 days*

All BT business broadband products (excluding BTnet)

4G Assure fails to activate

If your 4G Assure service fails to activate within 30 minutes of you reporting a fixed line fault to us, leaving you without a broadband connection, you may be eligible to receive £25 compensation.

To be eligible for compensation you must report a fixed line failure in the correct manner. You’re restricted to one compensation claim per month. Compensation will be paid once the fixed line fault is resolved.

£25 one-off payment

All BT business broadband and fibre products which include the 4G Assure service

 

* Any compensation claims exceeding 12 days are out of scope of our standard compensation scheme and will be dealt with on a bespoke basis.

If you have these Business Broadband products as part of a bundle then any compensation payable will be calculated on the overall bundle monthly rental.

How can I make a claim

It's easy to make a claim: just call us on 0800 800 154 and we'll look into it for you.

But before you rush to the phone, please take a look at these conditions -

  1. You can make a claim for all Business Broadband products (excluding BTnet).
  2. You must have reported the fault to us (and have been given a fault reference number).
  3. Wait for 24 hours after we've fixed the fault before you make your claim (that's so we can be sure that we have actually fixed the problem).
  4. Make sure you claim within 90 days of us fixing the fault (sorry, but we won't accept claims made after 90 days).
  5. Check the full details of the scheme if you want to know more.
When you make your claim, you'll need your:
  • Account number - You'll find your account number on your bill. It'll be in the format: 2 letters followed by 8 numbers. For example: WM 12345678.
  • Fault reference - You'll get a fault reference number when you report your fault, either online or on the phone. If you haven't got a fault reference number, you need to contact us. If you have one it will look like one of these: VOL011-00123456789, NE7KCX43, 1-123456789.

If you give us the wrong details, it'll take longer to deal with your claim because we'll have to email you for more information.

 

When compensation can be claimed

Standard compensation

Products

Delayed repair

Standard care package:

If target fault fix time is missed:

Report by 21:00 on a working day, the fault should be fixed before the end of the second working day (up to midnight)

Incidents reported after 21:00 on a working day, or any time at weekends or on bank or public holidays are treated as if reported at 08:00 on the next working day

One week’s rental credit for each day (or part day) past the target fault fix time. Subject to a maximum of 12 days*

Value line

 

Prompt care package:

If target fault fix time is missed:

Report by 21:00 on a working day or Saturday, the fault should be fixed before the end of the next working day (up to midnight)

Incidents reported after 21:00 on a working day or Saturday, or anytime on a Sunday, bank or public holiday are treated as if reported at 08:00 on the next working day

One week’s rental credit for each day (or part day) past the target fault fix time. Subject to a maximum of 12 days*

Value line

Standard line

Cloud Voice Express

 

Total care package

If the fault is not fixed after 24 hours from the time it is reported

One week’s rental credit for each day (or part day) past the target fault fix time. Subject to a maximum of 12 days*

Value line

Standard line

Featureline

ISDN2

 

Critical care package

If the fault is not fixed after 6 hours from the time it is reported

One week’s rental credit for each day (or part day) past the target fault fix time. Subject to a maximum of 12 days*

Standard line

Critical line

Featureline

ISDN2

Delayed start of service

Critical care package

If BT fails to provide service by the agreed Customer Committed Date

One week’s rental credit for each day (or part day) past the Customer Committed Date. Subject at a maximum of 12 days*

Value line

Standard line

Critical line

Featureline

ISDN2

Missed appointment

If an engineer misses the appointment date & time confirmed in either your order or incident confirmation email or SMS

£10

Value line

Standard line

Critical line

Featureline

ISDN2

Cloud Voice Express service failure

If you lose the ability to make or receive calls to your Cloud Voice Express number, within 30 minutes of your reporting a Cloud Voice Express fault to us, then you may be eligible to receive £25 compensation.

The ability to make or receive calls includes being able to make or receive calls from the Cloud Voice Express app, or being able to receive calls by diverting calls to another number.

To be eligible for compensation you must report a Cloud Voice Express fault in the correct manner.

You’re restricted to one compensation claim per month. Compensation will be paid once the Cloud Voice Express fault is resolved.

£25 one-off payment per customer

Cloud Voice Express

 

For ISDN30 Customers – view our  compensation terms and conditions

* Any compensation claims exceeding 12 days are out of scope of our standard compensation scheme and will be dealt with on a bespoke basis.

If you have these Business Phone Line products as part of a bundle then any compensation payable will be calculated on the overall bundle monthly rental.

 

Making your compensation claim

How to send us your compensation claim for business phone line products

Call 0800 800 154 to make a compensation claim for repair missed appointments & delays. 

Call 0800 800 152 to make a claim about start of service missed appointments & delays.

You'll need to make your compensation claim within four months of the date your fault was closed.

See terms and conditions

 

What we need from you

You’ll need to tell us at least one of these when you claim:

  • Phone number
  • Account number
    You'll find your account number on your bill. It has two letters followed by eight numbers (for example: WM 12345678).
  • Fault reference number
    We’ll have given you a reference number when you reported your fault, either online or on the phone. It will look like one of these: VOL011-00123456789, NE7KCX43, 1-123456789.