Thank you for your explanation. I received an email from Resolver asking
'how did your case go' which baffled me because, as I said above, I
thought I would hear from them first. So in order to tell them this I
chose the option 'Send follow up email'...
Have I misunderstood how Resolver works? I thought they would work with
O2 to handle my complaint but it seems they have just forwarded it to O2
repeating what I had already done, viz I had sent two emails in November
and a letter four weeks ago but ...