BT Business compensation scheme
Find out how you can apply for compensation if things go wrong. Simply select the product affected for all the information you need.
The business phone lines compensation table applies to products bought separately or as part of a bundle on standard terms.
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When compensation can be claimed |
Standard compensation |
Products |
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Delayed repair |
Standard care package: If target fault fix time is missed: Report by 21.00 on a working day, target fault fix time is 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 |
Daily rental credit for each day past the target fault fix time |
Value line |
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Prompt care package: If target fault fix time is missed: Report by 21.00 on a working day or Saturday, target fault fix time is 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 |
Daily rental credit for each day past the target fault fix time |
Value line* Standard line |
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Total care package* If target fault fix time of 24 hours after being reported is missed |
Daily rental credit for each day past the target fault fix time |
Value line Standard line Featureline ISDN |
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Critical care package* If target fault fix time of six hours after being reported is missed |
Daily rental credit for each day past the target fault fix time |
Standard line Critical line Featureline ISDN |
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Delayed start of service |
If agreed start date shown in your order confirmation is missed |
Daily rental credit for every day past the agreed start date |
Value line Standard line Critical line Featureline ISDN |
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Missed appointment |
If an engineer misses the agreed appointment date shown in either your order confirmation or incident confirmation |
£10 |
Value line Standard line Critical line Featureline ISDN |
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*Chargeable care packages
Faults can be reported 365 days a year.
You can check your contract or bill to find out your care package, or our agents can help you when you claim.
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.
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.