0 to 5 employees,6 to 249 employees,250+ employees,Public sector
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.
Sometimes things go wrong so we've got our Customer Service Compensation Scheme, which covers our broadband, fibre, and phone systems.
Broadband
Delayed repair - Standard care package
When compensation can be claimed
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
Standard compensation
One week's rental credit for each day (or part day) past the target fault fix time. Subject to a maximum of 12 days*
Products
All BT business broadband products (excluding BTnet)
Delayed repair - Prompt care package
When compensation can be claimed
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
Standard compensation
One week's rental credit for each day (or part day) past the target fault fix time. Subject to a maximum of 12 days*
Products
All BT business broadband products (excluding BTnet)
4G Assure fails to activate
When compensation can be claimed
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
Standard compensation
£25 one-off payment
Products
All BT business broadband and fibre products which include the 4G Assure service
* Compensation claims are capped at 12 days.
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.
Compensation applies when you report a total loss of internet access. You can find more information under Broadband and internet in our terms and conditions.
Making your compensation claim
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 -
You can make a claim for all Business Broadband products (excluding BTnet).
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).
Make sure you claim within 90 days of us fixing the fault (sorry, but we won't accept claims made after 90 days).
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.
Business phone lines and ISDN
Delayed repair - Standard care package
When compensation can be claimed
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
Standard compensation
One week’s rental credit for each day (or part day) past the target fault fix time. Subject to a maximum of 12 days*
Products
Value line
Delayed repair - Prompt care package
When compensation can be claimed
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
Standard compensation
One week’s rental credit for each day (or part day) past the target fault fix time. Subject to a maximum of 12 days*
Products
Value line
Standard line
Cloud Voice Express
Delayed repair - Total care package
When compensation can be claimed
If the fault is not fixed after 24 hours from the time it is reported
Standard compensation
One week’s rental credit for each day (or part day) past the target fault fix time. Subject to a maximum of 12 days*
Products
Value line
Standard line
Featureline
ISDN2
Delayed repair - Critical care package
When compensation can be claimed
If the fault is not fixed after 6 hours from the time it is reported
Standard compensation
One week’s rental credit for each day (or part day) past the target fault fix time. Subject to a maximum of 12 days*
Products
Value line
Standard line
Featureline
ISDN2
Delayed start of service - Critical care package
When compensation can be claimed
If BT fails to provide service by the agreed Customer Committed Date
Standard compensation
One week’s rental credit for each day (or part day) past the Customer Committed Date. Subject at a maximum of 12 days*
Products
Value line
Standard line
Critical line
Featureline
ISDN2
Missed appointment
When compensation can be claimed
If an engineer misses the appointment date & time confirmed in either your order or incident confirmation email or SMS
Compensation applies when you report an ongoing and total loss of the ability to make or receive calls. You can find more information under Calls and lines in our terms and conditions.
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.
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.
