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 As You 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
O2 Home 0344 499 0202
Standard UK rate
0344 499 0202
Standard UK rate
+44 344 499 0202
International rates
Mon-Sat 08:00-19:00

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 Complaints Review Service
PO BOX 694
Winchester
SO23 5AP

[email protected]

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're not happy after we've responded to your complaint, or if it takes us more than eight weeks to respond, you may wish to contact Ombudsman Services: Communications if you're a mobile or broadband customer or the Financial Ombudsman Service if you bought a financial product from us.

O2 Home customers may wish to talk to a local Citizens Advice Bureau or Trading Standards or, if you bought O2 Home online, you can use the Online Dispute Resolution platform.

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

Raise your issue using Resolver

We work with Resolver, a free to use, independent complaints service. You can raise your complaint using their simple online process, and we’ll work with them to resolve it for you, as quickly as possible.

To find out more about the way Resolver work and what they can help with, or to contact them, visit the Resolver website.

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 [email protected] 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.

Read the report on the claims figures for the past six months.

Online Dispute Resolution

If you're not happy with a product or service you bought online, you can submit a complaint through the Online Dispute Resolution platform. It can be used for cross-border and domestic issues, although it could be easier to contact the Ombudsman directly for domestic disputes.

 

Visit the Online Dispute Resolution platform.
Find out more.

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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