Complaints

At O2 we always try to make sure things run as smoothly as possible for our customers. If you're unhappy with any part of our service, tell us. It gives us a chance to put things right and also means we can improve our service to you and other customers in future.

Our Business Customer Services team are in the best position to deal with your complaint and should be the first people you contact. You can contact them by phone, letter or email. You'll find all the details on the back of your bill or by clicking on the link below.

We treat complaints very seriously and will immediately do everything we can to rectify the situation. If you're unhappy with any actions we take, ask for one of our Business Customer Services Team Managers to investigate further.

We hope that we will have been able to resolve any problems by this stage. However, if you are still not satisfied after speaking to one of our managers and would like an impartial review, please write to:

O2 Complaint Review Service
PO Box 116
Leeds
LS11 5DS
Fax: 0113 388 1153

In your letter please include the following information:

• Your name and address
• Your mobile and account numbers
• A daytime phone number
• Details of your complaint
• A suggestion of what you'd like us to do to put things right

If you've had any previous correspondence relating to your complaint, please send copies of these as well as any names of supervisors and managers you've spoken to.

The telecommunications ombudsman, Otelo, can review your complaint if you feel that we haven’t resolved it satisfactorily. In most cases, Otelo won’t look at any cases that are less than 12 weeks old.

Otelo
PO Box 730
Warrington
WA4 6WU
www.otelo.org.uk
Email: enquiries@otelo.org.uk
Phone: 0845 050 1614
Textphone: 0845 051 1513

If you have a complaint about Premium Rate Services, contact PhonepayPlus at:
PhonepayPlus
Clove Building
4 Maguire Street
London
SE1 2NQ
Phone: 0800 500 212

For information on your consumer rights, get free advice from your local Citizens Advice Bureau (CAB), consumer advice centre, local-authority trading standards or consumer protection department. You'll find their contact details in the local telephone directory or ask at your town hall or local-authority offices.

If you ever need to make a complaint, we're always ready to listen. Should you have any comments about the service we provide, let us know so we can put things right and give you the service you deserve.

Thank you for choosing O2.