Complaint resolutions

We hope you never have a reason to complain about any of our services. But if there's something we can help you with, this page has the answers you need.

What can we help you with?

Follow the links below to our helpful support articles. They will help you get to the bottom of your issue quickly and easily.

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Find out more

See if the solution you’re looking for is covered in our support content.

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Still not happy?

We’ve provided our Complaints Code of Practice so you have all the information you need about the process and how we provide resolutions.

You can contact our Complaint Review Service directly by email or post.

O2 Complaints Review Service
PO BOX 694
Winchester
SO23 5AP

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Write to us

Send us an email with the details of what you’d like to discuss.

You get in touch

If you haven’t found what you’re looking for online, our Resolutions Specialists are on hand to help. We will let you know when we’ve received your mail.

We investigate

We will direct your mail to our Resolution Specialists or Customer Support, depending on the help you need. Our dedicated team will take the time to fully understand your issue.

We provide a resolution

Once our investigation is complete, we’ll come back to you with an outcome and explain what this means for you.

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Raise your issue with Resolver

If you’d prefer, you can use Resolver, the free, independent complaints service.

If we’re unable to agree on a resolution, or we take more than 8 weeks to respond, you may wish to escalate this by contacting the relevant Ombudsman:

Communications Ombudsman can help to sort out a complaint with us as a communications company.

You're not charged for using the service. They investigate complaints fairly by listening to both sides of the story and looking at the facts.

If you'd like to know more about the way they work and what they can help with, visit the Communications Ombudsman website.

You can call Communications Ombudsman on 0330 440 1614 or write to them at:

Communications Ombudsman
PO Box 730
Warrington
WA4 6WU

The Financial Ombudsman Service can help if you've complained about a financial product and you're not happy with how things have turned out. It doesn't cost anything to use the service and they'll look at what's happened and give an unbiased view.

You can call the Financial Ombudsman Service on 0300 1239 123, email complaint.info@financial-ombudsman.org.uk or write to them at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

There's an online leaflet you can read with more information on what the Financial Ombudsman can help with.

You can view our complaint data here.

If you’d prefer, you can raise your issue with Resolver - the free, independent complaints service. Learn more about Resolver.

If you’re a Business customer and your account is Partner managed, please make your complaint directly to your Partner.

Raising your complaint with O2 could mean it takes longer to resolve, as sometimes we have to pass the information onto the Partner in question. Find your Partner’s contact information.

Ofcom is the telecommunications regulator, which means they oversee certain policies and processes in place for customers.

Ofcom doesn’t investigate individual complaints from customers, but they can provide information and advice.

If something has gone wrong, please let us know so we can try to put things right – we have dedicated advisors who’ll be happy to help. Find the best ways to contact us.

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Our Resolution Specialists are here to help