How do I make a complaint?

polik — Mon, 02 Feb 2026 18:50:30 GMT

Hi,

I am wondering how long it takes to get a complaint to O2 acknowledged, or even to get an e-mail receipt about my complaint?

The complaint is about the Multisave, and how I had two Virgin Media phone sim’s and phone contracts, which were getting too expensive. So I went to O2 to see if I could get myself and my wife a new phone contract. I got the new contracts, and it seemed to go OK, and I was told that it will be cheaper through Multisave. And in the process of doing all of the paperwork, it was mentioned to me that I can also get a Galaxy All 64GB Tablet, with a contract 250MB per month and 100 UK texts.

The cost of the tablet is £4.00 per month, and the tariff will cost £1.00. This is where I was also told at the time, the £4.00 cost will be absorbed into the Multisave contract I have. So the tablet will only cost me £1.00 per month, on top of my phone contracts.

I received a lot of paperwork via e-mail, and to be honest I missed the part about the contract for the tablet. And when I got my first bill, I was shocked to find out that I had signed up for a loan for the tablet. And that the £4.00 it is not being absorbed into the Multisave.

So I have a tablet that I did not really ask for at the time, that I got talked into, and I now have a loan for it as well, on top of my phone contracts. Plus, now that it has gone past the 14 days, for me to cancel the contract, I have no alternative but to pay off the loan contract.

In addition, I also want to find out how I can cancel the contract for the tablet, as I can use it on Wi-Fi from my phone. Rather than pay the £1.00 per month for it, which will get dearer every time the tariff prices rise.

I sent in my original e-mail complaint on the 12th January 2026, nothing heard back, not even that it had been received. I sent it again on the 20th January 2026, and again nothing.

So, I am now wondering how I can raise this complaint higher, as I am of the opinion, that I am being ignored.

Re: How do I make a complaint?

MI5 — Mon, 02 Feb 2026 19:06:20 GMT

Customer Complaints Code

Re: How do I make a complaint?

Enlli — Mon, 02 Feb 2026 19:06:35 GMT

O2 can take up to 8 weeks to deal with an official complaint whatever their blurb says.

If nothing happens then request a deadlock letter to take to CISAS

https://www.o2.co.uk/how-to-complain

Re: How do I make a complaint?

polik — Mon, 02 Feb 2026 21:43:20 GMT

Re: How do I make a complaint?

MI5 — Mon, 02 Feb 2026 21:58:07 GMT

@polik

Go here https://www.o2.co.uk/contactus and scroll to bottom of page.

Links are all messed up.

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How do I make a complaint?

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