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Complaints team

Jonny
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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

Message 1 of 11
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madasaf1sh
Level 79: Lord of the Boards
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@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...

This is not customer services and we dont have access to your account
I do not work for o2 or any VMo2 /Telefonica/Liberty Global Company
Message 2 of 11
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Oxonian
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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

Message 3 of 11
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pgn
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Oxonian
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I do not know what happened there @pgn

 

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

 

Oxonian_0-1754245860213.png

 

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

Oxonian_1-1754245961557.png

👍

Message 5 of 11
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MI5
Level 94: Supreme
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make a complaint

Customer Complaints Code

Simples!

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
Message 6 of 11
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Oxonian
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If I click on your @MI5 "Customer Complaints Code" hyperlink, I get :-

 

Oxonian_0-1754247200983.png

 

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

 

Oxonian_1-1754247485949.png

 

I am unsure what is going on ! 👍

Message 7 of 11
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MrRichAllen1976
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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.

 

Message 8 of 11
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Oxonian
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If you want a satisfactory outcome to your complaint @MrRichAllen1976, 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. 👍  

Message 9 of 11
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MrRichAllen1976
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@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.

 

 

Message 10 of 11
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