topic Re: Complaints in Discussions & Feedback

Complaints

Anonymous — Thu, 17 Nov 2016 18:50:10 GMT

Did you know that O2 do not allow complaints to be made by email?

This make complaining very difficult unless you have hours to spare explaining on the phone or by live chat.

Re: Complaints

Bambino — Thu, 17 Nov 2016 18:53:03 GMT

@Anonymous All the methods to make a complaint can be found here: http://www.o2.co.uk/how-to-complain

Re: Complaints

Cleoriff — Thu, 17 Nov 2016 18:56:45 GMT

Hi @Anonymous Yes we know you can't complain via email directly but if you follow the official route and you disagree with the the result ...you can email the complains review service complaintreviewservice@o2.com

Re: Complaints

MI5 — Thu, 17 Nov 2016 19:29:57 GMT

You could always make a complaint about the complaints process if you wish.....?

Re: Complaints

jonsie — Fri, 18 Nov 2016 03:54:03 GMT

@Anonymous wrote:
Did you know that O2 do not allow complaints to be made by email?
This make complaining very difficult unless you have hours to spare explaining on the phone or by live chat.

They do, as explained.

Re: Complaints

Anonymous — Fri, 18 Nov 2016 20:11:26 GMT

Yes I know. Still no email

Re: Complaints

Anonymous — Fri, 18 Nov 2016 20:17:25 GMT

Yes you have to complain by phone, live chat or LETTER first. Only once O2 have decided that the complain has not been resolved can you email the complaint review service. It took me well over an hour on live chat to achieve that. It makes complaining almost impossible. Not acceptable by anyones standards.

Re: Complaints

jonsie — Sat, 19 Nov 2016 02:39:06 GMT

I'm not sure why they are telling you that a letter has to be sent first? Complete and utter tosh.

Re: Complaints

Cleoriff — Sat, 19 Nov 2016 09:10:57 GMT

@jonsie wrote:
I'm not sure why they are telling you that a letter has to be sent first? Complete and utter tosh.

I would have said exactly the same @jonsie ..then I have just looked at the How to Complain link where it says

How Do I Get In Touch?

Our service teams are in the best position to deal with your complaint and should be the first people you contact. You can contact them by web chat, phone, or letter.

However...when you proceed to the drop down boxes there is no mention of any address for 'the letter.' It takes you through the process as we have always understood it..ie phoning as the first step. Bit confusing if honest.

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

Re: Complaints

adamtemp64 — Sat, 19 Nov 2016 09:15:18 GMT

@Cleoriff has highlighted the pertinant bit "OR letter" not must etc

Re: Complaints

jonsie — Sat, 19 Nov 2016 10:01:24 GMT

@adamtemp64 wrote:
@Cleoriff has highlighted the pertinant bit "OR letter" not must etc

Exactly that. A letter isn't necessary .

Re: Complaints

Cleoriff — Sat, 19 Nov 2016 10:06:19 GMT

Hang on....I didn't say it was. I am simply clarifying what it says on the website if making a complaint. It's that part @Anonymous was obviously referring to...

Re: Complaints

jonsie — Sat, 19 Nov 2016 11:30:25 GMT

@Cleoriff wrote:
Hang on....I didn't say it was. I am simply clarifying what it says on the website if making a complaint. It's that part @Anonymous was obviously referring to...

No, not saying you did but presumably the adviser didn't mention the OR when reading the script....