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Customer complaints code
As hard as we try, we might not always get it right. This customer complaints code gives you clear and useful information about what you can do if you're not happy. It tells you:
- how you can complain
- what we'll do and when
- what you can do if you're still not happy
If you're not happy with the service we've given you
What type of complaints will we try to resolve
If you wish to complain about a poor experience directly due to the NGT relay service please contact us using one of the methods outlined within this code. We can only investigate complaints that relate to the NGT service itself which might be:
- Complaints about the relay assistant (their manner, level of understanding, the speed/accuracy of the call, etc.)
- Complaints about a technical failure of the NGTS provided app software
- Complaints about the TextNumber setup process
What type of complaints will we not be able to resolve
There are some complaints that we can't handle because we have no control over how other people handle your phone calls.
- For complaints about how a business or organisation handled your call, (complex call steering, disconnection, etc.) you should contact the business or organisation or their representative body.
- For complaints about your telephone service (e.g. a fault, billing, or being unable to make a call through NGT) you should contact your Communications Provider and follow their complaints procedure.
How to complain
We are committed to giving you the highest quality of service, even so, things can go wrong. When they do, we want to know so we can put them right as quickly as we can. You can contact us with your complaint by using the web, giving us a call, or you can write to us as below:
Using the web
Go to ngts.org.uk and click on 'Contact us'. This way you won't have to write, print or post a letter to us and we can handle your complaint sooner.
If you use British Sign Language, please go to http://bt.com/includingyou/help-support-contact-bsl.html.
Giving us a call
The helpdesk is open:
- Monday to Friday, 9am – 8pm
- Saturday, 9am – 6pm
- Sunday, 9am - 1pm
- Public holidays, 9am - 5pm (Closed on Christmas Day)
Or write to us at:
170 – 175 Moor Lane
What we'll do and when
Our aim is to resolve any problem to your complete satisfaction, and our helpdesk advisers will try to do this as quickly as possible, preferably during a phone call or email exchange. If we can't do this, we'll agree with you what we can do. We aim to respond to a letter within ten working days, an email within five working days and if we can't sort out your complaint when you phone us, we'll call you back within five working days.
If your complaint requires further investigation it might take up to ten working days for us to investigate and respond to you.
We'll try to sort out your complaint on the spot but whatever happens, we'll respond and keep you regularly updated if it's going to take a while to check into things.
If an advisor can't sort out your complaint, they'll escalate it. A manager will then work with you to investigate your problem. If that doesn't work out, we'll escalate to either the Centre Manager or NGTS Product Manager.
We settle most complaints by this stage but, if not, we'll explain our final position. In some cases, we might send you a ‘deadlock' letter. This means there's nothing more we can do.
You can ask for a manager to review your complaint at any time if our adviser hasn't been able to help and hasn't already offered to refer to a manager.
What you can do if you’re still not happy
If you’re still not happy having followed the process explained above, and we’ve sent you a ‘deadlock’ letter then please contact your Communications Provider and follow their complaints procedure.
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Privacy - website
When someone visits ngts.org.uk, standard internet log information and details of visitor behaviour patterns is collected in order to find out things such as the number of visitors to the various parts of the website. The information is collected in a way which does not identify anyone. There are no attempts made to find out the identities of those visiting the website.
We use Google Analytics to help us understand how people like to use our website. This tool uses "cookies" to collect standard log and visitor behaviour information in an anonymous and aggregate form. This information from the cookie (including your IP address) is sent to Google. For more information about how cookies work and how to remove them please visit www.allaboutcookies.org (opens in new window).
The information is used to look at how visitors use our site and to create statistical reports on website activity for BT. We will not allow use of the statistical analytics tool to collect any personally identifiable data or track information of visitors to our site. We will also not allow any third party to do this either.
Any data gathered as part of our use of the Google analytical tool will not be associated with any personally identifying information. Google will not associate your IP address with any other data held by Google. Neither Google or BT will link, or seek to link the computer users identity with an IP address.
We will make it clear if we want to collect personally identifiable information through our website and will explain what we intend to do with the data collected.
Confidentiality - phone calls
Conversations facilitated by the relay may only be recorded, or parts of conversations noted, in the following situations:
- An emergency call
- For quality measurement and training
- When one party is abusive to the relay personnel
- Where there is a technical problem which needs investigation
Relay assistants may not have writing materials at their workstations (except by specific arrangement, e.g. if they are asked to complete a form as part of a feedback trial).
Relay service employees must sign a confidentiality agreement which states that they will be dismissed and may be prosecuted if they discuss or use any information from the conversations they relay. This does not cover comments directed at the relay assistant or discussions between a party and the relay assistant.
This site is managed by BT, who are registered under the Data Protection Act.
For more information about the cookies we use visit our Cookies page.
Key Service Performance Indicators
- 90% PCA15 Standard Calls 90% of standard relay calls answered within 15 seconds
- 95% PCA5 Emergency 95% of emergency relay calls answered within 5 seconds
- 85% Hit Rate PCA15 target met for 85% of 15 minute intervals
- <5% customers dissatisfied Less than 5% of customers surveyed express dissatisfaction with the relay service
- <3% Standard Calls Abandoned Less than 3% of standard relay calls abandoned
- <2% Emergency Calls Abandoned Less than 2% of emergency calls abandoned. This is in line with the standard voice 999 service measure.
All measures to be averaged over a four week period.
Supplier Management Performance Indicators
The above metrics plus the additional metrics shown below.
- >95% of calls correctly handled Relay assistants will be monitored at least quarterly for speed of transcription, accuracy, and process conformance
- >40 Words Per Minute (wpm) In conversation voice to text transcription speed better than 40 wpm (when the textphone user is able to receive 40wpm or faster)
- >98% Accuracy Average voice to text transcription accuracy of better than 98%
- <1 Complaint Per 1000 Calls Less than one complaint relating to the relay per 1000 calls handled by the relay
All measures to be averaged over a four week period.
These quality of service measures will be reviewed annually.
To see our latest reports please visit the News section.
Quality of service
Quality of service standards for the text relay service are agreed between Ofcom and BT (as the current sole wholesale supplier of the service). This will help to ensure that deaf and speech-impaired people receive a good service. See below for the key performance indicators and principles agreed by BT and Ofcom.
There will be quarterly reporting on compliance with these standards.
The key principles of the agreed quality of service measures are that people who use the relay service should be able to rely on a number of things:
- Their call will be answered quickly
- The relay assistant will facilitate the call in a professional way
- Confidentiality will be respected
- Emergency calls will be prioritised
Key performance indicators and principles agreed by BT and Ofcom
Relay Assistant's Role
The relay assistant will provide a real-time voice to text and text to voice relay service. They will act as an impartial facilitator and not participate in the conversation except where one party's lack of knowledge of the service or of the other party's communication needs is impeding the conversation.
The relay assistant may if appropriate insert notes of sounds or emotions that the textphone user would otherwise miss e.g. phone ringing, laughing, etc.Training for relay assistants The training will provide relay personnel with knowledge of the communications needs of deaf, hard of hearing, speech-impaired, and deafblind textphone users. Refresher training will be undertaken as required. Call Types The standard relay service will facilitate calls by providing an English transcription service from and to textphone users in the UK. Where a call originates outside the UK the call will only be connected to a UK telephone number. Reporting The performance indicators above will be reported quarterly to Ofcom. Complaints handling Complaints handling procedures must be agreed between BT and Ofcom.
To see our latest reports please visit the News section.
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