O2 Reviews Policy
1. This policy sets out the rules that apply if you decide to leave a review of a product (e.g. a mobile handset) you have bought from us. It also sets out our approach to reviews. The scope for reviews on the O2 website is of the product only.
2. This policy also explains how we’ll process and verify reviews and what action we can take in response to reviews that are inappropriate or don’t comply with applicable law.
3. Please note this is not a complaints policy — the Complaints Code can be found here and more details on how you can complain: How to Complain | Help | O2
5. If you have any questions about this policy, please email: complaintreviewservice@o2.com
We do not permit fake reviews.
How you can leave a review
6. Once you’ve purchased a product from us, we will send you an email inviting you to submit a product review. A link provided in that email will take you to the section of our website where you can provide your review.
7. It is your choice whether to leave a review, but if you do, you must comply with this policy.
To leave a review you should:
Choose the number of stars you wish to give the product. This must be done for any review.
You can also leave written comments about the product, which must also comply with the rules below.
You can also choose to upload one or more photos of the product, but any photo must comply with the rules below.
8. If you bought a product as a gift for someone else, you can leave a review on their behalf.
9. Some reviews are syndicated (this means a review of the same product from a third party website which is also displayed on the O2 website), and these will be governed by the relevant policies and processes of the third party website.
Review content rules
10. To leave a review that we can publish on the O2 website, you must comply with the following rules:
You must be 18 years of age or over.
Your review must reflect your genuine experience and views of the product you bought from us. We do not offer the ability to leave reviews of other elements of our offers (for example, the network service or delivery experience). If you bought the product as a gift for another person, you can submit a review provided by the recipient but it must relate to the relevant product purchased, and reflect the recipient’s genuine experience and views of it.
Be written in English and be clear and understandable to a reader.
The content must not be abusive, unlawful, defamatory, obscene, offensive, indecent, or menacing in nature.
The content must not breach any third-party privacy rights (including photos that reveal a recognisable person) or include details of full names, email addresses, postal addresses or telephone numbers, or contain financial details or other information which could result in identity theft.
The content must not infringe the legal rights of others, including third party intellectual property rights.
The content must not be duplicated to a material extent elsewhere on the internet.
You must not submit a review if you were compensated or given any money or something else of value in return for posting the review.
Any images posted alongside the review must be related to the product and not of a recognisable person.
How we handle review content
11. We process all reviews fairly, lawfully and in accordance with this policy. We will publish review content that complies with paragraph 11, but we are unable to publish other review content.
12. If the review content you leave us does not comply with this policy, we will not publish it, or if it has already been published in error, we will remove it promptly. We reserve the right to remove or to refuse to post any submission for any reason as set out in this policy or for any other reason we deem necessary. You will not be notified if your review is not published or removed.
Approach to incentivised reviews
13. We do not permit or post incentivised reviews by O2 customers on the O2 website. Where we host reviews from a third party (a syndicated review) then these may be incentivised but will be marked accordingly. Incentivised reviews will not form part of any overall average rating. An incentivised review means a review where a person has been commissioned to provide a review e.g. provide a review in exchange for money, a freebie etc. We do not permit concealed incentivised reviews.
Other reviews
14. O2 may from time-to-time commission reviews in other media e.g. an incentivised review by a content creator. These reviews will always clearly be labelled so as to be clear it’s incentivised e.g. “ad”.
Reporting inappropriate review content
15. If you see review content that you believe is inappropriate or contrary to this policy, you can report it to us using the ‘report’ button next to the product review on our O2 website.
16. If you have any other concerns regarding review content that you wish to report then you can contact: complaintreviewservice@o2.com.
17. If you wish to report a syndicated (third party) review please go to the original publisher site and follow their process.
Investigation
18. Upon receiving a report regarding inappropriate review content, we will investigate and take appropriate action in accordance with application law and our legal obligations.
Policy updates
19. We will update this policy from time to time to comply with applicable law or for other reasons.
20. Data Protection: Your personal details will at all times be treated in accordance with our Privacy Policy, which can be found at: o2.co.uk/termsandconditions/privacy-policy.
Publication Date: 14 August 2025