Loading...
Loading...
Not satisfied with O2's service? This comprehensive guide shows you exactly how to make a formal complaint, escalate unresolved issues, get a deadlock letter, and take your case to the Communications Ombudsman for binding resolution and compensation.
0344 809 0202
Or 202 from O2 phone
Mon-Fri 8am-9pm, Sat-Sun 8am-8pm
complaintreviewservice@o2.com
For escalated complaints
O2 Complaints
PO Box 694
Winchester, SO23 5AP
CISAS
commsombudsman.org
0330 440 1614
O2 has a structured complaints procedure that you should follow to get the best results. Understanding this process helps you navigate the system effectively and ensures your complaint is taken seriously. The key is documenting everything and knowing when to escalate.
Under UK regulations, O2 must have a clear complaints procedure and must be a member of an Alternative Dispute Resolution (ADR) scheme. O2 is a member of CISAS (Communications and Internet Services Adjudication Scheme), which is operated by the Communications Ombudsman.
Always get a complaint reference number, note dates and advisor names, keep copies of all communications, and save screenshots of billing issues. This evidence is crucial for escalation.
Your first step should always be contacting O2's customer service team. They can resolve many issues immediately. Be clear about the problem and what resolution you want.
0344 809 0202 from any phone
202 from your O2 mobile (free)
Mon-Fri 8am-9pm, Sat-Sun 8am-8pm
Live chat via O2 website or My O2 app
Social media: @O2 on Twitter/X
O2 Community forum
Tip: Always ask for a complaint reference number before ending the call. Write down the date, time, and name of the person you spoke to.
If your complaint isn't resolved to your satisfaction, escalate it to O2's Complaint Review Service. This team has more authority to resolve complex issues and offer compensation.
Email: complaintreviewservice@o2.com
Post: O2 Complaints, PO Box 694, Winchester, SO23 5AP
A deadlock letter is a formal notice from O2 stating they cannot resolve your complaint. This allows you to go to the Ombudsman immediately without waiting the standard 8 weeks.
You can immediately escalate to the Communications Ombudsman without any waiting period.
You must wait 8 weeks from your original complaint before escalating to the Ombudsman.
How to request: Contact the Complaint Review Service and specifically ask for a deadlock letter if O2 has stated they cannot help further or you've reached an impasse.
The Communications Ombudsman provides free, impartial dispute resolution. O2 is a member of CISAS, so any unresolved complaint can be taken there. The Ombudsman's decision is binding on O2.
Website: commsombudsman.org
Phone: 0330 440 1614
Email: enquiry@commsombudsman.org
You may be entitled to compensation depending on the nature of your complaint. Here's what you can typically expect for different issues:
| Issue Type | Typical Compensation | Notes |
|---|---|---|
| Billing Errors | Full refund + interest | Statutory interest at 8% above base rate |
| Service Outage | £5-£50 bill credit | Depends on duration and impact |
| Failed Porting | £10-£30 per day | For each day without service |
| Mis-selling | Contract release + refund | May void early termination fee |
| Time and Trouble | Up to £100 | Ombudsman award for inconvenience |
Unexpected charges, incorrect bills, or disputed charges.
Signal issues, dropped calls, slow data speeds.
Mis-selling, unclear terms, difficulty cancelling.
Long wait times, unhelpful staff, broken promises.
Use this template as a starting point for written complaints to O2's Complaint Review Service:
[Your Name] [Your Address] [Your Email] [Your Phone Number] Date: [Today's Date] O2 Complaints PO Box 694 Winchester SO23 5AP RE: Formal Complaint - Account Number: [Your Account Number] Previous Reference: [Any Previous Complaint Reference] Dear Complaint Review Service, I am writing to formally escalate my complaint regarding [brief description of issue]. Background: On [date], I experienced [describe the problem in detail]. I contacted O2 customer service on [date(s)] and spoke to [advisor name(s)], reference number [reference]. Despite these attempts, the issue remains unresolved. The Problem: [Detailed explanation of what went wrong and the impact on you] Evidence: I have attached the following supporting documents: - [List evidence: screenshots, bills, correspondence] Resolution Sought: I am seeking the following resolution: 1. [Specific remedy e.g., full refund of £X] 2. [Compensation for inconvenience] 3. [Any other specific requests] I request a response within 14 days. If my complaint is not resolved satisfactorily, I intend to escalate to the Communications Ombudsman (CISAS). Yours faithfully, [Your Signature] [Your Name]
To make a formal complaint to O2: 1) Call 202 from your O2 phone or 0344 809 0202 from any phone, 2) Use live chat on the O2 website or My O2 app, 3) Email complaintreviewservice@o2.com, or 4) Write to O2 Complaints, PO Box 694, Winchester, SO23 5AP. Always get a complaint reference number.
O2 aims to resolve complaints within 5 working days. If not resolved, you can escalate to the Complaint Review Service. After 8 weeks without resolution (or with a deadlock letter), you can take your complaint to the Communications Ombudsman (CISAS).
A deadlock letter is a formal notice from O2 stating they cannot resolve your complaint and you can take it to the Ombudsman immediately. Without a deadlock letter, you must wait 8 weeks before escalating to CISAS. You can request a deadlock letter from O2's Complaint Review Service.
To escalate to the Communications Ombudsman: 1) Ensure 8 weeks have passed or you have a deadlock letter, 2) Visit commsombudsman.org and create a case, 3) Upload evidence within 14 days, 4) The Ombudsman will review and make a binding decision. O2 is a member of CISAS.
Compensation varies by issue: billing errors get full refunds plus interest, service outages may receive bill credits (£5-£50), and the Ombudsman can award 'Time and Trouble' payments up to £100 for inconvenience. Keep records of all issues and communications for evidence.
Ofcom does not handle individual complaints but collects data to monitor providers. For individual disputes, use CISAS (Communications Ombudsman). Ofcom's ADR checker at ofcom.org.uk confirms O2 is a CISAS member. Report widespread issues to Ofcom for regulatory action.
Yes, CISAS decisions are binding on O2 but not on you. If you accept the Ombudsman's decision, O2 must comply within 28 days. If you reject it, you can still pursue other options like small claims court. The Ombudsman service is free for consumers.
Contact O2 customer service, get reference number
O2 aims to resolve within 5 working days
Contact Complaint Review Service if unresolved
Request deadlock letter or wait 8 weeks
Escalate to CISAS for binding resolution
Contact O2 now to start or escalate your complaint. Remember to always get a reference number and keep records of all communications.