O2 Complaints – 0843 487 1849
O2, the brand name of Telefonica, is a leading communications provider in the U.K., offering attractive mobile phones, mobile broadband, and SIM only deals.
Telefonica has a strong customer service team in place to handle O2 complaints. The common O2 complaints relate to excess building, unauthorised deductions or debits, and problems with the network. Many customers also have complaints regarding O2 cancellations and related refunds.
How to Initiate a Complaint
Customers having any complaint with O2 need to dial the O2 complaints number to contact the support team, as the first step in the complaint resolution process. Enterprise customers may contact their account manager directly in case of complaints. Customers seeking to cancel their service or check the status of their O2 refunds may call the O2 cancellations number.
The O2 support page in the website lists out the phone numbers, and various other methods to initiate contact with the support team. The support team is available for individual customers between 8 am and 9 pm Mondays to Fridays, 8 am to 8 pm on Saturdays, and 8 am to 6 pm on Sundays. The support team is available for business customers between 8 am and 8 pm Mondays to Fridays, and 9 am to 5 pm on Saturdays and Sundays.
On the customer initiating a complaint, O2 support team tries to resolve the issue as early as possible, and not more than five working days in most cases. If a resolution is not possible within this time, or if the customer is not happy with the resolution, the customer can opt for a review by the team manager.
If the customer is not satisfied with the resolution offered by the team manager, they can use the O2 complaints number on information of how to approach the Complaints Review Service. When approaching the Complaints Review Service, make sure to offer the name, address, and contact number, history of correspondence, and suggestion of what is expected. The Customer Review Service too normally takes a decision within five working days.
If the Customer Review Service does not offer a resolution within eight weeks of the customer having lodged a complaint, or the customer is not happy with the resolution, he or she may contact the Ombudsman Services.
Appeals and Support
Aggrieved customers with O2 complaints may seek the advice of Citizens Advice Bureau (CAB), Consumer Advice Centre, Local Authority Trading Standards, or Consumer Protection Department, at any stage of the complaints process. These independent agencies educate consumers on their rights, and offer tips on how to initiate and handle disputes.