How to Complain?

[David190975]

My wife is having an ongoing dispute with a member of the O2 complaints team.

The particular person that she is dealing with just does not seem to be listening and as a result, its all going round in circles.

Is there a way to complain about the complaints department or can you ask for a member of the  complaints team to take it over?

[MI5 · Accepted solution]

@David190975 

If it's going nowhere you need to ask for a letter of deadlock, you can then pass the case over to the Ombudsman.

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

[DonT]

Good luck getting a deadlock letter. Just go direct to the Ombudsman, they will take the case without one, assuming you've given O2 the time and opportunity to respond.
One thing that I noticed when I did this, the evidence supplied by O2 to justify their position was dreadfully thin. Keep a log of every contact you have with them, that will weigh in your favour.

[Oxonian]

Welcome @DonT to this O2 customer to customer community. Your observations about O2 evidence - or lack of it - is notable. 

You mention the Ombudsman accepting the case without a letter of deadlock ".....assuming you've given O2 the time and opportunity to respond". In the Customer Complaints code to which @MI5 has provided a link above, this is set at 56 days :-

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.