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BT Vulnerability policy statement

Customer vulnerability at BT

At BT we live by our values – Personal, Simple & Brilliant. We’re committed to treating all our customers fairly and with respect, and this is demonstrated through our investment in training our people. Our training covers customer service as well as specific areas of support like disability, mental health and recognising those who are in vulnerable situations.

We know that there’s lots of different factors and life events that can cause vulnerability, whether it be long-term or on a temporary basis. It could be because of age, a physical or learning disability or difficulty in communicating. We also understand that challenging circumstances and events like bereavement or separating from a partner can mean that you need some extra support to help keep you connected while you get back on your feet.

To give our customers the best experience we listen to their feedback and continually monitor our advisor interactions. Our focus is always to make sure that our customers get the best possible service and support when they need it most.

We’ll do our best to offer you the right level of help and the most appropriate products and services to support you. Our customer support team will always try to identify specific needs to provide specialised help where it’s needed. Sometimes it isn’t always easy for us to realise if you’re experiencing difficulties, so please let the team know if you think they can help.

If you’re in a vulnerable situation and need extra help, tell us by calling 0800 919 591: Monday to Friday 8am to 5pm. Or if you prefer, next time you have a reason to call us, let our advisor know and they’ll make a note of it on your account so that we can consider your extra needs when you contact us next time. It’ll help us to help you better in the future. Alternatively, you can use one of our other contact methods on the contact us page. You can also give your permission for someone else to contact us on your behalf. Don’t worry, any information you give us will be treated in confidence and in accordance with data protection law.