topic Re: Complaint in Off-Topic

Complaint

Ro-1 — Tue, 25 Jun 2024 11:40:35 GMT

I’m still waiting on a call back on my open complaint this is months and completely awful customer service

Re: Complaint

Enlli — Tue, 25 Jun 2024 12:04:12 GMT

Callbacks are a very rare beast with O2.

At present official complains are taking about 8 weeks

After that time you are able to go via the Communications Ombudsman

Re: Complaint

Oxonian — Thu, 27 Jun 2024 18:42:23 GMT

@Ro-1

Following on from the guidance given by @Enlli, please see :-

o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

In particular :-

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.