Complaints policy

What do I do if I have a complaint?

To raise a complaint, or enquiry, that relates to the provision of telephone/internet services, engineer appointments, faults or compensation, you’ll need to go through your Communications Provider. 

They in turn will contact us to resolve the matter on your behalf. This is because although Openreach is the network provider, your relationship is with your Communications Provider.

If you want to complain about an Openreach engineer’s conduct, workmanship, roadworks, dangerous driving or parking, personal injury caused by someone at Openreach, please follow the steps below.

I want to complain about an Openreach engineer’s workmanship

1. Click on the chat icon on the bottom right corner of the screen  

2. Choose “Others” from the menu

3. Choose “Contact us” from the menu

4. You will then be asked to fill in a two field form

5. Select “Complaint” from the “Type of Query” field in the drop down list

6. Then select “Quality of Workmanship” from the “Reason for Contact” field in the drop down list

7. Then select “Work inside property” or “Work outside property” as appropriate

8. For both work inside and outside property you will be asked to acknowledge a message stating if you are experiencing broadband issues you need to contact the broadband provider

9. Once you click “Agree, I understand”, you will then be asked to enter in your contact details (name, telephone, email)

10. Then you will be passed to a live agent to whom you can make the complaint

I want to complain about an Openreach engineer’s conduct

1. Click on the chat icon on the bottom right corner of the screen  

2. Choose “Others” from the menu

3. Choose “Contact us” from the menu

4. You will then be asked to fill in a two field form 

5. Select “Complaint” from the “Type of Query” field in the drop down list

6. Then select “Employee behaviour” from the “Reason for Contact” field in the drop down list

7. Then select the second option “I want to give you some feedback on engineer conduct”

8. Then select “No” from the next question “Are you happy with the services provided or behaviour by an Openreach engineer?” 

9. You will then be asked to acknowledge a message stating if you are experiencing broadband issues you need to contact the broadband provider

10. Once you click “Agree, I understand”, you will then be asked to enter in your contact details (name, telephone, email)

11. Then you will be passed to a live agent to whom you can make the complaint

I want to complain about Openreach roadworks

HELPFUL TIP: To determine whether Openreach is responsible for the roadworks in your vicinity, you can visit uk.one.network | The home of one.network. By accessing the Live Map tab at the top, entering your postcode, and selecting the relevant date (either present or future), you will receive a breakdown of the parties involved in the work, the purpose behind it, and the anticipated duration.

Should you still wish to lodge a complaint regarding Openreach roadworks, kindly click on the chat icon located in the bottom right corner of the screen and follow the steps outlined below. 

1. Click on the chat icon on the bottom right corner of the screen

2. Choose “Others” from the menu

3. Choose “Contact us” from the menu

4. You will then be asked to fill in a two field form 

5. Select “Complaint” from the “Type of Query” field in the drop down list

6. Then select “Employee behaviour” from the “Reason for Contact” field in the drop down list

7. Then select the second option “I want to give you some feedback on engineer conduct”

8. Then select “No” from the next question “Are you happy with the services provided or behaviour by an Openreach engineer?” 

9. You will then be asked to acknowledge a message stating if you are experiencing broadband issues you need to contact the broadband provider

10. Once you click “Agree, I understand”, you will then be asked to enter in your contact details (name, telephone, email)

11. Then you will be passed to a live agent to whom you can make the complaint

I want to complain and report dangerous driving or parking from Openreach 

1. Click on the chat icon on the bottom right corner of the screen

2. Choose “Damage, Health & Safety” from the menu

3. Choose the “Reporting dangerous driving” option from the menu

4. You will then be asked to fill in your (name, telephone, email) 

5. Then you will be passed to a live agent to whom you can make the complaint

I want to complain about a personal injury caused by someone at Openreach 

If we've caused personal injury to you while we've been working, we're very sorry. We want to do our best to put things right. Please email BTPLClaims@dwf.law including your full name, address, telephone number, email address, the date and details of the damage. We’ll  respond to you within 2 working days.

What happens next?

Your complaint will be logged on our internal system and you will be provided with a unique reference number.

A dedicated customer service handler will be allocated to your complaint, or enquiry, to fully investigate and resolve your issue as quickly as possible, keeping you up to date throughout.