Hello @Andrew1959
sorry to hear that, doesn’t sound like you’ve had a bad experience.
Complaint process is:
all complaints stay with the person and team it was raised against.
Stage 1: Any Guide is a complaint handler and this is the first level of the complaint, they must be given the opportunity to attempt to resolve the complaint.
Stage 2: Management Escalation this is where the Guide couldn’t resolve your complaint so have escalated the complaint to their Team Manager.
Stage 3: If the Manager cannot resolve the complaint they pass the complaint to the Executive Complaints Team known as EC or ECR these deal with the complaint at the highest level, it’s the only department to issue deadlock letters and they also handle ombudsman complaints.
So has the executive team been in contact or are you still waiting for them to get in touch?
No matter if the complaint is on stage 1 or stage 3 BT and EE have 52 days to resolve the complaint or you can refer it to the ombudsman automatically.
Ombudsman complaints is an independent handler who reviews the complaint and see if BT or EE could of handled it differently or they agree an outcome with all parties and its legally binding whatever the outcome is, this would be the final outcome of the complaint process.
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