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How to complain

We want to put things right

What should I do first?

Take a look at the useful links below, to see if they can help you get to the bottom of your issue. For everything else, visit our help and support pages or use My O2 to manage your account, see upgrade options and more.

Still want to talk to someone? Check your options further down the page.

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My O2

My O2

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My O2

My O2

Track your usage, check your bills, upgrade and more.

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, but will need to prioritise some customers due to the current situation across the UK. With this in mind, please only contact the Complaint Review Service if you remain unhappy after using our other support channels. We know people are relying on our network, and that some of our customers will have an urgent need for support. For this reason, we’ll prioritise customers who are without service and experiencing financial difficulty. You can access your account 24 hours a day, seven days a week using the My O2 app or logging into My O2 on our website. This is the easiest way to stay in touch and manage your customer service queries.

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

You can 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.

Partner complaints

If you’re a Business customer and your account is Partner managed, please make your complaint directly to your Partner.

Raising your complaint with O2 could mean it takes longer to resolve, as sometimes we have to pass the information onto the Partner in question.

Find your Partner’s contact information