How to complain

We want to put things right

What should I do first?

If you have a problem you may find the quickest way to get the answers you need is online.

Visit our help hub for articles as well as O2 Gurus and the O2 Community. If you can’t find what you’re looking for, contact us.

How do I get in touch?

Our service teams are in the best position to deal with your complaint and should be the first people you contact. You can contact them by web chat, phone, or letter.

  • By Phone

    From your O2 mobile From a landline From abroad Opening times
    Pay Monthly 202
    Free
    0344 8090202
    Standard UK Rate
    +44 344 8090202
    Free from an O2 mobile
    Mon-Fri 08:00-21:00
    Sat 08:00-20:00
    Sun 08:00-18:00
    Pay & Go 4445
    25p per call
    0344 8090222
    Standard UK Rate
    +44 344 8090222
    International rates
    Mon-Fri 08:00-21:00
    Sat 08:00-20:00
    Sun 08:00-18:00
    Home Phone & Broadband 800 230 0202
    Free
    0800 230 0202
    Free
    Mon-Fri 08:00-21:00
    Sat 08:00-20:00
    Sun 08:00-18:00
    Business 8002
    Free
    0800 977 7337
    Free
    +44 844 809 0200
    Free from an O2 mobile
    Mon-Fri 08:00-20:00
    Sat 09:00-17:00
    Sun 09:00-17:00

    We’ll do our best to resolve your complaint as soon as you get in touch . If you’re not satisfied with what we’re doing to put things right, ask for a manager.

    We aim to resolve most complaints by this stage but more complex complaints may take longer. If you’re unhappy with the progress of your complaint you may wish to contact our Complaint Review Service.

  • Complaint Review Service

    If you’ve spoken to a manager and you’re not satisfied with how we’ve handled your complaint, the Complaint Review Service can help – they’ll carry out an impartial review of your complaint.

    We’ll help you escalate your complaint or you can contact our Complaint Review Service directly by email or post.

    O2 Complaint Review Service
    PO Box 302
    Dunstable
    LU6 9GN

    complaintreviewservice@o2.com

    Make sure you include your contact details and what you’d like us to do to resolve your complaint.

    We’ll send you an acknowledgement of your complaint within a few days and get the investigation started. We might need to call you to talk through things.

    Once we’ve reviewed your complaint, we’ll let you know the outcome in writing, usually within five working days. If it’s going to take longer, we’ll let you know and keep you informed of our progress.

    If you remain unhappy after we’ve responded to your complaint, or if it takes us more than eight weeks to respond, you may wish to contact our Ombudsman.

    You can also read our Consumer Code of Practice in full here.

  • Ombudsman Services: Communications

    Ombudsman Services: Communications can help to sort out a complaint with us as a communications company.

    You’re not charged for using the service. They investigate complaints fairly by listening to both sides of the story and looking at the facts.

    If you’d like to know more about the way they work and what they can help with, visit their website. You can also contact them this way too.

    You can call Ombudsman Services: Communications on 0330 440 1614 or write to them at:

    Ombudsman Services: Communications
    PO Box 730
    Warrington
    WA4 6WU

  • The Financial Ombudsman Service

    The Financial Ombudsman Service can help if you’ve complained about a financial product and you’re not happy with how things have turned out. It doesn’t cost anything to use the service and they’ll look at what’s happened and give an unbiased view.

    You can call the Financial Ombudsman Service on 0300 123 9 123, email complaint.info@financial-ombudsman.org.uk or write to them at:

    Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR

    There’s an online leaflet you can read with more information on what the Financial Ombudsman can help with.

  • The Finance & Leasing Association

    You may wish to refer your complaint to the FLA . You’ll be able to use this service as long as the matter hasn’t been considered by the courts or the Financial Ombudsman Service. You won’t be charged for using the service.

    You can contact the FLA on 0207 836 6511 or online.

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