Complaint

[Dove66]

I made a complaint by telephone. This took over an hour and I was told I would get a call in about a week. That was November.

i went on live chat and requested that they ask someone to actually call me back. I was told that the live chat team cannot contact the telephone team!

I’ve sent 3 emails to the complaints line, each of which state I will be contacted in 5 days.

we are now half way through January and still nothing.

What a poor service this is. 

[TallTrees]

Hi @Dove66 

This may help 

https://www.o2.co.uk/how-to-complain

Or 

Any further help 

You will need to contact O2.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) 

Or phone them on 202 or 0344 809 0202 (contract) 

4445 or 0344 8090222 (PAYG)

[Dove66]

Hi, I checked the email addresses and none of them cover my complaint.

i was complaining about incorrect information being given out regarding bolt ons when going to a particular location. 

[Enlli]

Hate to say it but complaints are taking around 8 weeks at the moment.

Also, once a complaint is officially lodged customer services will not help until it is addressed 

[Bambino]

@Dove66 Live Chat is useless. If you call they'll just tell you any old garbage to get you off the phone. If you have put in a formal complaint, unfortunately all you can do is wait for a reply. Don't expect to get a positive result. You can scroll through the posts on the community to see the litany of complaints. Sadly, that's just O2 these days, and probably no better or worse than the other networks.

[Dove66]

Hi, still no reply. I assume that they just ignore you until you just give up. It really is poor customer service.

[Enlli]

 As those of us that know the score, we say 8 weeks, that should be near

"Be assured, your complaint is important to us; keep waiting till its no longer important to you." Seems to be their moto

[Oxonian]

@Dove66 

If your complaint is not dealt with at the 56 day point, please see :-

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

In particular :-

What happens next?

If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

O2 work with two Ombudsman service providers, depending on what your complaint is about. When you speak with our complaints team, we’ll make sure that if you remain unhappy you’re provided with a final position letter, which will detail what we’ve done and advise you which Ombudsman you should contact.