Complaints Procedure

[Anonymous]

So i had a few conversations with through chat to get a good price to upgrade my phone. Kept hitting barriers and inconsistencies and asked to speak with a team leader/supervisor and the person i was put in touch with seemed to be even worse.. Avoiding answering basic questions and insisting that the pricing he was giving me was better than before, even though it was higher... Real frustration!

SO i asked to raise a complaint and was assured that i'd be listed to. Got a message from complaints stating that i'd hear back within five working days and then another message on the fifth day saying that i'd be contacted that day..... Then nothing!

The person handling the complaint was called Colleen, but i have no way of contacting her. The messages sent to me are non-returnable so i'm now just waiting.

Surely if a customer with a complaint and is "in the system", shouldn't just fall out of it??? Surely, it would make sense to give that customer some form of contact if they'd like to follow up? 

Hopefully i'll hear back from somebody at O2 at some point........

[Cleoriff · Accepted solution]

Hi @Anonymous If I were you I would start again using this process. https://www.o2.co.uk/how-to-complain

If you scroll down you will see a link to Resolver. They get some good results I believe https://www.resolver.co.uk/freeadvice/companies/o2-complaints/services?odm=300_1_1&utm_source=O2&utm_medium=link&utm_campaign=VAS

[Anonymous]

Hi, thank you for that. I'd been assured that i was already in the complaints procedure and got a message from the complaints team to confirm (including the link to the complaints procedure), then i got the message stating that i would be called that day, then nothing... Any idea how i follow up?

[MI5]

Use the chat option on the complaints link to chase them up.

[Marjo]

Hi @Anonymous! How are you doing today, did you manage to get in contact with anyone regarding your complaint?