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.
Billing
Call us from your mobile, a landline or abroad
Call free from your O2 mobile
| Number | Opening times | |
|---|---|---|
| Pay Monthly | 202 | Monday - Friday 08:00 - 21:00. Saturday 08:00 - 20:00. Sunday 08:00 - 18:00. |
| Pay As You Go | 4445 | Monday - Friday 08:00 - 21:00. Saturday 08:00 - 20:00. Sunday 08:00 - 18:00. |
| Business | 8002 | Monday - Friday 08:00 - 20:00. Saturday and Sunday 09:00 - 17:00. |
| Number | Opening times | |
|---|---|---|
| Pay Monthly Standard UK Rates | 0344 8090202 | Monday - Friday 08:00 - 21:00. Saturday 08:00 - 20:00. Sunday 08:00 - 18:00. |
| Pay As You Go Standard UK Rates | 0344 8090222 | Monday - Friday 08:00 - 21:00. Saturday 08:00 - 20:00. Sunday 08:00 - 18:00. |
| Business Standard UK Rates | 0800 9777337 | Monday - Friday 08:00 - 20:00. Saturday and Sunday 09:00 - 17:00. |
| Number | Opening times | |
|---|---|---|
| Pay Monthly Free from an O2 mobile | +44 344 8090202 | Monday - Friday 08:00 - 21:00. Saturday 08:00 - 20:00. Sunday 08:00 - 18:00. |
| Pay As You Go International Rates | +44 7860 980202 | Monday - Friday 08:00 - 21:00. Saturday 08:00 - 20:00. Sunday 08:00 - 18:00. |
| Business Free from an O2 mobile | +44 808 1004439 | Monday - Friday 08:00 - 20:00. Saturday and Sunday 09:00 - 17:00. |
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
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.
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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