Complaints policy
At Openreach, we pride ourselves on making sure we provide excellent service. When our customers let us know they’re unhappy with any part of the service we provide, we’ll do our best to make it right, learn and act on the feedback.
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 engineer’s workmanship
1. Click the chat icon in the bottom right corner of the screen.
2. Select “Others” from the menu.
3. Select “Contact us”.
4. Fill in the short form.
5. From “Type of Query”, choose “Complaint”.
6. From “Reason for Contact”, choose “Quality of Workmanship”.
7. Select “Work inside property” or “Work outside property”.
8. If you are experiencing broadband issues, you’ll see a message reminding you to contact your broadband provider.
9. Click “Agree, I understand” and enter your contact details.
10. You’ll be connected to a live agent to make your complaint.
I want to complain about an engineer’s conduct
1. Click the chat icon in the bottom right corner of the screen.
2. Select “Others” from the menu.
3. Select “Contact us”.
4. Fill in the short form.
5. From “Type of Query”, choose “Complaint”.
6. From “Reason for Contact”, choose “Employee behaviour”.
7. Select “I want to give you some feedback on engineer conduct”.
8. Answer “No” when asked if you were happy with the service or behaviour.
9. If you are experiencing broadband issues, you’ll see a reminder to contact your broadband provider.
10. Click “Agree, I understand” and enter your contact details.
11. You’ll be connected to a live agent.
I want to complain about Openreach roadworks
Before you contact us, you can check if Openreach is responsible for the roadworks:
Visit one.network and use the Live Map tool. By entering your postcode and date, you can see who is carrying out the work, why it’s happening, and how long it will take.
If you still want to complain:
1. Click the chat icon in the bottom right corner of the screen.
2. Select “Others” from the menu.
3. Select “Contact us”.
4. Fill in the short form.
5. From “Type of Query”, choose “Complaint”.
6. From “Reason for Contact”, choose “Employee behaviour”.
7. Select “I want to give you some feedback on engineer conduct”.
8. Answer “No” when asked if you were happy with the service or behaviour.
9. If you are experiencing broadband issues, you’ll see a reminder to contact your broadband provider.
10. Click “Agree, I understand” and enter your contact details.
11. You’ll be connected to a live agent.
I want to complain and report dangerous driving or parking
1. Click the chat icon in the bottom right corner of the screen.
2. Select “Damage, Health & Safety” from the menu.
3. Fill in your name, phone number, and email address.
4. You’ll be connected to a live agent.
I want to complain about a personal injury
If you’ve been injured while we were working, please email BTPL@keoghs.co.uk with:
- Your full name and address
- Telephone number and email address
- Date and details of the incident
We will reply within two 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.
Frequently asked questions
© Openreach Limited 2024
© Openreach Limited 2025
© Openreach Limited 2025
© Openreach Limited 2025