BTT Complaints Procedure

At BTT we take pride and are fully committed to providing our customers with outstanding levels of service and support. However, there may be occasions when you are not happy with certain aspects of the service or support we provide. We understand this and have developed a Complaints Procedure that provides clarity, giving clear instructions should you have a complaint.

How do I raise a complaint?
You can raise a complaint by phone, email or by post.

By Telephone on 0330 222 0330 (Monday – Friday between 8:30am and 5:30pm)
Via Email:
Or by post at the following address:

FAO Customer Services Department
Five Willows Farm
Old Thrapston Road
NN14 4AW
When contacting us with a complaint, so that we can deal with it as efficiently and thoroughly as possible, we would require the following information:
  • Company Name and / or account number
  • Contact Name, phone number, e-mail address and postal address
  • Nature and details of the complaint, including any relevant details
When you have registered your complaint, we will email you to acknowledge the receipt of your complaint.
We will to make every effort to resolve your complaint when you first contact us, however this may not always be possible as further investigations could be required, but we will aim to respond to you within 5 working days from when you first notified us. We aim to resolve all complaints within 20 days from when you notify us, however complex cases may take a little longer.
If your complaint remains unresolved or if you are unhappy in the manner which your complaint is being handled, you can write to our Directors who will respond within 5 working days on receipt.
Alternative Dispute Resolution (ADR) Process (Taking Further Action)
BTT is a participating company of the Alternative Dispute Resolution (ADR) programme with the Ombudsman Services: Communications.
Complaints can be referred to the Ombudsman Services: Communications, if you have been issued with a ‘deadlock letter’ or if your complaint has not been settled within 8 weeks of you raising the complaint with BTT.
The Ombudsman Services: Communications, is an independent arbitrator, who will handle unresolved complaints and disputes in relation to internet and telephone services for domestic customers and small businesses.