Bubbles

How to complain

We want to put things right

What should I do first?

Speak to our service team over live chat or on the phone. They’re in the best position to deal with your complaint.

Open up a live chat or give us a call to get started.

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Live Chat - Offline

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Prefer to call?

Our Pay Monthly and Pay As You Go lines are open Mon - Fri 08:00 - 21:00, Sat 08:00 - 20:00, Sun 08:00 - 18:00

Our business lines are open Mon - Fri 08:00 - 20:00, Sat & Sun 09:00 - 17:00

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From your O2 mobile

Pay Monthly: 202 Free

 

Pay As You Go: 4445 Free

 

Business: 8002 Free

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From a landline

Pay Monthly: 0344 8090202
(Standard UK Rate)

 

Pay As You Go: 0344 8090222
(Standard UK Rate)

 

Business: 0800 9777337
(Standard UK Rate)

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From abroad

Pay Monthly: +44 344 8090202
(Free from an O2 mobile)

 

Pay As You Go: +44 7860 980202
(International rates)

 

Business: +44 808 1004439
(Free from an O2 mobile)

Still not happy?

Our complaint review service can help - they'll carry out an impartial review of your complaint. You can contact our Complaint Review Service directly by email or post. 

O2 Complaints Review Service
PO BOX 694
Winchester
SO23 5AP

complaintreviewservice@o2.com

We'll send you an acknowledgement of your complaint straight away. Once we're reviewed your complaint, we'll let you know the outcome within five working days. If it's going to take longer, we'll let you know and keep you informed of our progress. You can also read our Customer Complaints code in full here.

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.

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.

You can view our complaint data here.

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.

Raise your issue with Resolver

If you’d prefer, you can raise your issue with Resolver - the free, independent complaints service. Learn more about Resolver.