Complaints Policy

BTS Complaints Policy

BTS are fully committed to delivering a first-class service to all our customers. Nevertheless,
we do not always get things right. If you are unhappy with any aspect of our service, we
welcome your comments and feedback. This will help us put things right for you and
improve our service. We take every complaint seriously. To ensure complaints are dealt with
swiftly and accordingly, we have established the following procedure:

Making a Complaint

Your complaint should be directed to our Business Support Team. They are trained in BTS’s
full range of products, processes, and services. You can contact the Business Support Team
via email at:

We will reply to all complaints promptly and will aim usually to provide you with a full
response to your complaint within seven working days of receipt. Where further
investigation is required, and we are unable to provide a full response within seven working
days you will be given a deadline by which a full reply will be provided.