Creditor, lender or debt-collection entity

BT

Independent information about BT bill arrears, more time to pay, payment plans, service restriction and complaints.

BT says customers experiencing financial difficulty should contact it as soon as possible. It may be able to give more time to pay or set up a payment plan. If arrears remain unresolved, BT says services may be restricted or disconnected and the balance may be passed to a third-party collection agency.

What role does BT have?

Original creditor

The company contacting you is not necessarily the company that legally owns the debt. Check the original creditor, current owner and the role stated on your latest correspondence.

Legal identity and regulatory position

BT’s legal entity is company number 01800000. BT states that British Telecommunications plc re-registered as British Telecommunications Limited on 24 June 2026, with the same company number. Some residential terms still use the former plc name.

BT telecom services and complaint handling are subject to Ofcom’s regulatory framework. The current BT legal entity is British Telecommunications Limited, company number 01800000.

Contacting BT

Use My BT or BT’s current bill-support routes. If you cannot pay in full, contact BT before the balance progresses to service restriction or third-party collection.

If you want to complain

BT publishes a formal customer complaints route and Customer Complaints Code. Keep the account number and any payment-plan or support correspondence when making a complaint.

What to check before paying or agreeing a plan

  • Confirm the account reference and original creditor match your records.
  • Check whether the company says it owns the debt or is collecting for another organisation.
  • If you do not recognise the debt, ask for clarification before making a payment or admitting liability.
  • Keep copies of letters, emails, payment offers and complaint correspondence.
  • Do not agree to a repayment amount that is not affordable alongside priority household bills.

Related guidance

Important: YourFinances.co.uk is not affiliated with BT. This page provides general information and does not confirm that any debt is valid, enforceable or owed by a particular person.