Had an issue with BT in July/August last year, 12 weeks to wait for the BT complaint procedure which was us logging a complaint and them doing nowt. Then another 12 weeks for the ombudsman to look at it. Got an email yesterday from ombudsman to say an investigator had been appointed.
All I want is to be able to sever my contract with BT.
Good luck. I have made two Ombudsman complaints (Estate Agent / Water Company), won both but it's always a moral victory as they are toothless with regard to compensation. From what you say you're not looking for that.
By of uplifting tale, after a fairly long process (more than 24 weeks) the ICO finally upheld my complaint against BT and found them in breach of the data protection act for leaking/failing to protect personal data adequately.
Consider yourself lucky. BT rang me to report that they were unable to provide the service they previously did to me because we are a "long way from the exchange". I asked how this was because they always used to be able to. The explanation was that because other customers have bought into their services, there isn't enough signal to share between all the customers.
My logical question then was "Did you tell the new customers that your infrastructure is so crap that they won't get what they are paying for as well?" at which they very kindly offered to terminate my contract and not charge me a penny for letting me go. Tossers.
Don't you love privatisation and toothless regulation.
Money has to be made I guess...
Sometimes it can be amazing what can happen when the Ombudsman get involved. When I raised an issue with SSE that ended up with me getting the Ombudsman involved I was suddenly contacted by SSE overall head customer complaints department . The bloke was brilliant, he had me sorted in no time and it sounded like a manageress was going to get a serious arse kicking.