Customer Escalation Process

May 2006

Dear Customer,

As part of our continuous improvements to service, Contact Central have recently introduced a customer escalation process.

Should you feel that an incident is not being dealt with to the standard of service you expect, please feel free to contact the Service Desk on 0800 389 0864 or contactcentral.support@bt.com and request that the incident be escalated.

Please see the attached presentation document for details of the process.

If you have any comments or suggestions on this procedure, please feel free to contact me on louise.brown@bt.com.

Yours faithfully,

Louise Brown

BT Contact Central