Mobile or fixed-line services

How to complain

At O2, we always try to make sure things run as smoothly as possible for our customers. If you have a problem you may find the quickest way to get the answers you need online – check out our Support

If you can't find what you're looking for or are unhappy with any part of our service, please tell us. Your complaints give us a chance to put things right and also means we can improve our service to you and our customers in future.

If you have a complaint

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.

  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
As above
Home Phone & Broadband 800 230 0202
Free
0800 230 0202
Free
  As above
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

By post:

Telefónica UK Limited,
Correspondence Department,
Houghton Regis,
PO Box 202,
LU6 9AG

Enterprise Customers - Contact your account manager

We'll look into your complaint immediately and aim to sort the issue out as fully as we can within 5 working days. If something comes up that means it may take longer than this we'll discuss this with you. If you're unhappy with our decision, ask for one of our team managers to investigate further.

Impartial Review

We hope that we will have been able to sort out any problems by this stage. However, if you're still not satisfied after speaking to one of our managers and you'd like an impartial review, ask them how you can get in touch with our Complaints Review Service and they will do their best to find a resolution you're happy with.

So they can review your case without delay, please send them details of your complaint making sure you include:

  • Your name and address
  • Your mobile and account numbers
  • A daytime contact number
  • A suggestion of what you'd like them 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.

Send everything by post to:

O2 Complaint Review Service
PO Box 302
Dunstable
LU6 9GN

Alternatively you can email them directly at: complaintreviewservice@o2.com

They'll aim to review your complaint within 5 working days.

Dispute Resolution

If we haven't been able to sort things out within eight weeks, the ombudsman can review your complaint for free. Unless there is a deadlock situation, they won't look at cases that are less than eight weeks old.

Contact them directly at:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Phone: 0330 440 1614

Textphone: 0330 440 1600

Ombudsmen Services

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.

O2 has sold its home broadband and home phone business to Sky. Telefonica UK Limited's rights under the following customer contracts and policies have been assigned to Sky Home Communications Limited and Sky Home Communications Limited has agreed to perform all obligations under these contracts and policies.

If you have entered into a new contract on or after [30 April 2013 ], instead of Telefonica UK Limited, you will be contracting with Sky Home Communications Ltd (Company no. 5262862) of Grant Way, Isleworth, Middlesex TW7 5QD.

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