At BT we’re committed to treating all our customers fairly, with respect and tailored to individual needs.
We understand that anyone can become vulnerable at different points in their lives. Vulnerability can be long‑term, temporary, or intermittent, and it can arise from a wide range of factors. These may include health conditions, personal or financial circumstances, or significant life events such as bereavement or relationship breakdown. When these situations occur, customers may need additional care or tailored support.
Our priority is to ensure that every customer receives the best possible service, especially when they need it most. To support this, our teams receive regular training and ongoing feedback to help them identify signs of vulnerability and provide the right level of assistance.
We always aim to understand individual needs and ensure positive outcomes for all customers. However, it may not always be clear to our guides when extra support would be helpful. If you feel that your circumstances mean you require additional assistance, please let our team know so we can provide the support you need.
