This document from O2 outlines their customer complaints code and process. It explains that customers can request a copy of the code by contacting O2. It provides contact details for O2's customer service via phone, email, or post. It describes O2's process for handling complaints, which includes initial contact with customer service, escalation to managers if needed, and referral to a specialist complaints team for review if not resolved. If still unsatisfied, customers may refer the complaint to an ombudsman service after 8 weeks.
This document from O2 outlines their customer complaints code and process. It explains that customers can request a copy of the code by contacting O2. It provides contact details for O2's customer service via phone, email, or post. It describes O2's process for handling complaints, which includes initial contact with customer service, escalation to managers if needed, and referral to a specialist complaints team for review if not resolved. If still unsatisfied, customers may refer the complaint to an ombudsman service after 8 weeks.
This document from O2 outlines their customer complaints code and process. It explains that customers can request a copy of the code by contacting O2. It provides contact details for O2's customer service via phone, email, or post. It describes O2's process for handling complaints, which includes initial contact with customer service, escalation to managers if needed, and referral to a specialist complaints team for review if not resolved. If still unsatisfied, customers may refer the complaint to an ombudsman service after 8 weeks.
This document from O2 outlines their customer complaints code and process. It explains that customers can request a copy of the code by contacting O2. It provides contact details for O2's customer service via phone, email, or post. It describes O2's process for handling complaints, which includes initial contact with customer service, escalation to managers if needed, and referral to a specialist complaints team for review if not resolved. If still unsatisfied, customers may refer the complaint to an ombudsman service after 8 weeks.
CustomerCode Complaints Complaints Code Customer Complaints Code Here to help At O2 we’re here for you whenever you need us, so that you can stay connected to the people that matter most.
We’re required to publish our Customer Complaints Code, which explains how we’ll help if things go wrong. If you’d like a copy of this code sent to you, please let us know. If you require a copy of this document in an alternative format, such as large print, Braille or audio, we will provide this for you free of charge. You can request this by visiting our support pages or you can call us.
Contact us You may find the quickest way to get the answers you need is online at O2.co.uk. Our support pages include help on finding out more about your network, how to get up and running with your device, and our O2 Community, can be found at O2.co.uk/help.
Personal Accounts From your mobile 202 Free
From a landline 0344 809 0202 Standard UK rate
From abroad (+)44 7860 980 202 Free from an O2 mobile
Pay As You Go From your mobile 4445 Free
From a landline 0344 809 0202 Free
From abroad (+)44 7860 980 202 Free from an O2 mobile
Business Accounts From your mobile 8002 Free
From a landline 0800 977 7337 Free
From abroad (+)44 7860 980 202 Free from an O2 mobile
For customers with disabilities, please be aware that we have alternative ways you can contact us, such as SignVideo and Text Relay. Please visit our Access for All page to find out more
2 Complaint handling process We hope that you won’t need to contact us to make a complaint but understand that sometimes things don’t go quite right and you might need some extra help to solve an issue.
We’ll do our best to resolve your complaint as soon as you get in touch with us. Most complaints can be resolved quickly and easily by contacting one of our Customer Service advisors who will do all they can to resolve your complaint but will escalate your call to a manager if needed. If you’re happy that our advisor or manager has done everything to resolve your issue, we will close your complaint.
If your complaint is about a financial product, such as your Refresh Device Plan, our Customer Service advisors and Managers are highly skilled in delivering the support you need, and will write to you following your conversation to confirm the outcome.
If you’ve spoken with a manager and your complaint is still not resolved, we’ll pass this to our dedicated team of Resolution Specialists. Our specialist complaints team will carry out an impartial review of your complaint and aim to reply within five working days, but if the issue is complex and we think our investigation will take longer, we’ll keep you updated with our progress.
We’ll always try to call you to make sure we’ve understood your issues, unless stated otherwise, and we’ll also email you after the call to confirm what we’ve discussed. Our number will show as 0800 840 0202, so you know it’s us. We promise that we’ll always treat you fairly and with respect, update you with any progress, and clearly explain what has happened and aim to resolve your complaint on the call.
Alternatively, you can contact us directly by email or post. Make sure you include your contact details and what you’d like us to do to resolve your issue. We’ll send you an acknowledgement and pass your details to our Resolution Specialists or team of Customer Service Experts, depending on the help you need.
Specialist Complaints Team
Email complaintreviewservice@o2.com
O2 Complaint Review Service
PO BOX 694 Postal address Winchester SO23 5AP
3 If we’re unable to speak with you about your complaint, we’ll write to you with the outcome of our investigation and what we’re going to do to put things right. We’ll keep your complaint open for 28 days, so if you think there’s something we’ve missed, you can contact us again. If we don’t hear from you within the 28 days, we’ll consider your issue resolved and will close your complaint.
What happens next?
If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.
O2 work with two Ombudsman service providers, depending on what your complaint is about. When you speak with our complaints team, we’ll make sure that if you remain unhappy you’re provided with a final position letter, which will detail what we’ve done and advise you which Ombudsman you should contact.
The Communication Ombudsman
The Communication Ombudsman is an Alternative Dispute Resolution scheme, approved by Ofcom. The Ombudsman will review your complaint if it hasn’t been resolved after eight weeks, or if you can provide a final position letter, which we’ll send you if we’re unable to resolve your complaint. You have up to 12 months to contact the Ombudsman after receiving this letter.
You can contact the Ombudsman on:
Communications Ombudsman Contact number 0330 440 1614
Communications Ombudsman PO BOX 730 Postal address Warrington WA4 6WU
Website www.commsombudsman.org
4 Financial Ombudsman Services If your complaint is about your consumer Refresh Device Plan or Business Essentials agreement, you will need to contact the Financial Ombudsman Service. The Financial Ombudsman Service is an independent Alternative Dispute Resolution scheme who’ll review your complaint if it hasn’t been resolved after eight weeks, or if you can provide a ‘Final Position’ letter. You have up to 6 months to contact the Financial Ombudsman Service after receiving this letter.
Financial Ombudsman Services
Contact number 0300 1239 123
Financial Ombudsman Services
Exchange Tower Postal address London E14 9SR
Website www.financial-ombudsman.org.uk
Email complaint.info@financial-ombudsman.org.uk
Want more information on how the Financial Ombudsman can help? See this leaflet financial-ombudsman.org.uk/publications/consumer-leaflet.htm.
