topic Re: Complaints team in Discussions & Feedback

Complaints team

Jonny — Sat, 02 Aug 2025 18:12:59 GMT

Do the complaints team actually do anything at O2, in fact a better question would be is there a actual complaints team that exists at O2, I made a complaint weeks ago and received the standard fluffy reply and since then I've heard absolutely nothing from them

Re: Complaints team

madasaf1sh — Sat, 02 Aug 2025 18:22:26 GMT

@Jonny

It can and does take 8 weeks for them to come back to anyone, apart from the initial reply... If you havent had a response over the 8 weeks then send them another email..

All the ways to complain are here https://o2.co.uk/how-to-complain

There isnt much anyone on here can do...

Re: Complaints team

Oxonian — Sun, 03 Aug 2025 15:53:20 GMT

There is an escalation process @Jonny :-

customer-complaints-code-**Personal info**.pdf

https://a.storyblok.com/f/253875/x/053f6260c6/customer-complaints-code-**Personal info**.pdf

What happens next?

If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

O2 work with two Ombudsman service providers, depending on what your complaint is about. When you speak with our complaints team, we’ll make sure that if you remain unhappy you’re provided with a final position letter, which will detail what we’ve done and advise you which Ombudsman you should contact

Re: Complaints team

pgn — Sun, 03 Aug 2025 17:42:37 GMT

@Oxonian - do check the URLs you posted, looks like something has mangled them...

https://forums.moneysavingexpert.com/discussion/6543114/o2-mobile-where-to-go-when-even-an-official-complaint-is-ignored

Re: Complaints team

Oxonian — Sun, 03 Aug 2025 18:34:17 GMT

I do not know what happened there @pgn.

Anyway, bottom of this page click on "Contact Us" :-

And then towards the bottom of the resulting page, click on "Customer Complaints Code" :-

👍

Re: Complaints team

MI5 — Sun, 03 Aug 2025 18:46:19 GMT

make a complaint

Customer Complaints Code

Simples!

Re: Complaints team

Oxonian — Sun, 03 Aug 2025 18:59:31 GMT

If I click on your @MI5 "Customer Complaints Code" hyperlink, I get :-

And if I hover on your hyperlink, I get in the bottom left-hand corner of the screen :-

I am unsure what is going on ! 👍

Re: Complaints team

Anonymous — Sat, 23 Aug 2025 13:26:01 GMT

O2 don't like people complaining about their service apparently, yet they continue to give people, including me, cause to complain VERY loudly.... The mind boggles.

Re: Complaints team

Oxonian — Sat, 23 Aug 2025 14:32:35 GMT

If you want a satisfactory outcome to your complaint @Anonymous, there is a way to articulate what has gone wrong and the reasonable remedy that you are looking for. The key is to make the complaint handler's job easy. 👍

Re: Complaints team

Anonymous — Sat, 23 Aug 2025 15:42:02 GMT

@Oxonian I've complained in the actual shops both in Town and Meadowhall, and they either can't or won't do anything, particularly about that faulty watch that was sold by the Meadowhall shop last year in the first place.

Re: Complaints team

Oxonian — Sat, 23 Aug 2025 15:53:49 GMT

My advice to anyone @Anonymous is to submit your complaint in writing to the complaints' team.

That means that the complaints' team are getting your version of events, what you have done, how it has affected you and your proposals for remedy. 👍

Going into sufficient detail is important but we do not want loads of pages of waffle - facts are what complaints' handlers deal in.