Complaints

[Paul_H]

Does o2 publish a complaints handling policy anywhere?  I cant find anything under complaint in Help or FAQs.

I would have thought things like the Alternative Dispute Resolution (ADR) Directive would apply to them?

I've called several times about the same problem, which remains unresolved so want to make the complaint more formal and get a proper response.

Any suggestions or experience?

Thanks in advance,

Paul

[adamtemp64]

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

[jonsie]

I'm sure the statement problem isn't so complex as to justify the amount of time to fix it for customers or to send statements free by email until someone has the competence to resolve it. Or perhaps o2 can write to the tax office to explain on everyone's behalf. 

[Cleoriff]

Deleted by me. Note to self. read the post properly

[jonsie]

But this is a common sense situation. Systems go wrong, that's a fact of life. It's what a company does to rectify issues that's important for customers. Let's just give o2 the benefit of the doubt and say this is more complex than is apparent.

This is where common sense and looking after your customers comes in. It is vital for many customers to be able to download bills for tax purposes or for expenses or for general use. Common sense says someone makes the decision to email or post statements until it's sorted. It's not everyone affected but those who are affected are being let down big time.

[MI5]

@Paul_H Use the resolver option off the complaints link posted as it introduces a third party to monitor progress.