← All providers · Last checked 2 November 2026

BT: how to complain, price rises and leaving

A plain-English guide to complaining to BT, its price rises, how to leave and where to go if it doesn't put things right.

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How to complain to BT

Start with BT's customer services, then make a formal complaint if it isn't sorted. BT's complaints process is set out in BT: Complaints. Keep a note of the date you complained and any reference number.

Ofcom says every provider's complaints code must include a phone number, a UK postal address and an email address or web form for complaints.

BT price rises

BT (broadband & TV)

When: 31 March each year in contract; 1 March once out of contract. How it's set: Pounds and pence. Out-of-contract customers who joined before 10 April 2024 were moved from CPI + 3.9% to a £4 rise in March 2026. Latest: 2026: broadband £4 a month (newer contracts and out of contract) or £3 (contracts from 10 April 2024 to 2025); TV £2; landline only £1.

BT Mobile

When: 31 March each year in contract; 1 March once out of contract. How it's set: Pounds and pence. Out-of-contract customers on older CPI + 3.9% terms were moved to pounds-and-pence terms in 2026. Latest: Current rises: SIM-only and airtime plans £2.50 a month, handset plans £4, tablets/watches/mobile broadband £1.50. If you're in contract, the amount you signed up to applies.

Ofcom's rules mean price rises in contracts taken out from 17 January 2025 must be set out in pounds and pence. If a rise wasn't set out in your contract, or is bigger than it allowed, Ofcom says the provider must give at least 30 days' notice and let you leave within 30 days without exit fees.

Cancelling or leaving BT

If your minimum term has ended, you can usually leave by giving the notice your contract requires. If you're still in contract, early exit charges may apply, so check first.
Mobile: text "PAC" to 65075 to get a code to switch and keep your number, or "STAC" if you don't want to keep it.
Broadband: Ofcom explains how switching works, including when the new provider arranges the switch for you.
Near the end of your contract, BT must send you an end-of-contract notice with your current and future price and its best deals.

If BT doesn't sort it out

Ofcom lists BT as a member of the Communications Ombudsman, one of the two free alternative dispute resolution (ADR) schemes for phone and broadband. You can go to it once at least six weeks have passed since you first complained, or sooner with a deadlock letter, and within 12 months of a deadlock letter. (For complaints made before 8 April 2026 the wait was eight weeks.)

Free letters

Add BT as the provider and your details fill in the letter for you.

Guides

Quick answers

How do I complain to BT?

Contact BT and make a formal complaint using its complaints code (linked on this page). Ofcom says every phone and broadband provider's complaints code must include a phone number, a UK postal address and an email address or web form.

Which ombudsman covers BT?

Ofcom lists BT as a member of Communications Ombudsman. It's free to use.

When can I take a BT complaint to Communications Ombudsman?

Ofcom says you can go to the ADR scheme once at least six weeks have passed since you first complained, or sooner if you get a deadlock letter, and within 12 months of a deadlock letter. CEDR says complaints made before 8 April 2026 needed eight weeks.

Can I leave BT if my price goes up?

If the rise was set out in your contract in pounds and pence, you generally can't leave penalty-free because of it. If it wasn't, or it's bigger than your contract allowed, Ofcom says the provider must give you at least 30 days' notice and let you leave within 30 days without exit fees.

Sources

Last checked 2 November 2026. Policies change, so check the linked pages and your own contract before you act. General information, not legal or financial advice.