Skip to main content

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.

Haven’t found the answer to your question?

If you've tried looking through our help and support content and you still need assistance, the easiest way to resolve your issue is to speak to one of our dedicated advisors.

person smiling

person smiling

Live Chat - Busy

All our agents are currently busy, please try again later.

My O2

My O2

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

My O2

My O2

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

Call us from your mobile, a landline or abroad

Call free from your O2 mobile

  Number Opening times
Pay Monthly 202 Monday - Friday 08:00 - 21:00. Saturday 08:00 - 20:00. Sunday 08:00 - 18:00.
Pay As You Go 4445 Monday - Friday 08:00 - 21:00. Saturday 08:00 - 20:00. Sunday 08:00 - 18:00.
Business 8002 Monday - Friday 08:00 - 20:00. Saturday and Sunday 09:00 - 17:00.

From a landline
  Number Opening times

Pay Monthly

Standard UK Rates

0344 8090202 Monday - Friday 08:00 - 21:00. Saturday 08:00 - 20:00. Sunday 08:00 - 18:00.

Pay As You Go

Standard UK Rates

0344 8090222 Monday - Friday 08:00 - 21:00. Saturday 08:00 - 20:00. Sunday 08:00 - 18:00.

Business

Standard UK Rates

0800 9777337 Monday - Friday 08:00 - 20:00. Saturday and Sunday 09:00 - 17:00.
From abroad
  Number Opening times

Pay Monthly

Free from an O2 mobile

+44 344 8090202 Monday - Friday 08:00 - 21:00. Saturday 08:00 - 20:00. Sunday 08:00 - 18:00.

Pay As You Go

International rates

+44 7860 980202 Monday - Friday 08:00 - 21:00. Saturday 08:00 - 20:00. Sunday 08:00 - 18:00.

Business

Free from an O2 mobile

+44 808 1004439 Monday - Friday 08:00 - 20:00. Saturday and Sunday 09:00 - 17:00.

Still not happy?

You can read our Customer Complaints Code in full here.

You can contact our Complaint Review Service directly by email or post.

O2 Complaints Review Service
PO BOX 694
Winchester
SO23 5AP

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.

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.

Business 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