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.
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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, 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 |
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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 |
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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 |
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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 |
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
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.
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, 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) |
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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.
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).
- You must have reported the fault to us (and have been given a fault reference number).
- 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.
- 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.