Who To Complain To?

[Jay1972211]

I don't want to get into details about the complaint. Suffice to say O2 have royally screwed up and they have admitted such.

Without getting into specifics which I won't eleborate on o2 have messed up my pay monthly device payment plan.

However I need to esculate the issue but I am trying to work out whether I have to contact the communications ombudsman or if its the financial ombusdman?

Thanks

[MI5 · Accepted solution]

@Jay1972211 

You have to follow the complaints process then after that, the communications Ombudsman.

make a complaint

Full process here:

Customer Complaints Code

[Bambino]

@Jay1972211 Be aware that the average wait time for a response from the complaints department is eight weeks, so we are told. It's something you still need to do before you can take a complaint any further, so keep that in mind.

[Jay1972211]

Hi,

Many thanks, I have started the complaint procedure. Will see what happens. I notice the complaint procedure text lists both the communications ombudsman and the financial ombudsman

[MI5]

It will depend on the nature of your complaint @Jay1972211 

• Communications Ombudsman

  Resolves disputes between consumers and communications providers, such as phone, internet, landline, or Pay TV providers 
• Financial Ombudsman Service

  Resolves disputes between consumers and businesses that provide financial services, such as banks, insurance, PPI, loans, mortgages, and pensions 

[Jay1972211]

Yeah I wasn't sure as the device plan is a financial product I thought as its pay monthly. But nevermind. Expecting a long wait until I hear anything from complaints but I am in a good position, this is a complete O2 mess.

[Oxonian]

If you do not hear from the complaints' team after eight weeks @Jay1972211, you can escalate :-

Customer+Complaints+code+250924+V0.2.comp.pdf

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.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