Complaint timescale?

[BabaOsw]

What is the expected timescale for a response to a complaint?

I'm a very patient person and first raised concerns in July 2017 that a contract that was terminated in May was still active. This was again raised in October and again on THREE occasions in November.

By the 24th November I was sent a link (ComplaintsReviewService@02.com) where my issue would recieve a response within a few working days. It is now the 11th December.

At what point do I say to 02 "stick your 8 contracts where the sun don't shine"

[Cleoriff]

I doubt anyone could put a timescale on a complaint @BabaOsw as it is dependent on what it involves...Some are sorted within a week or so, others take longer. I honestly think you have to keep persevering. You could Google O2's CEO address and email him....

Edited to ask if you used Resolver to complain? They do have some good results I understand

https://www.resolver.co.uk/freeadvice/companies/o2-complaints/services?odm=300_1_1&utm_source=O2&utm...

[MI5 · Accepted solution]

You should receive a response within 10 working days (not including weekends), so you appear to have been "forgotten"

[jonsie]

Patience beyond a Saint... 😲

[Anonymous]

Don’t think I’d be that patient

[BabaOsw]

Morning guys...
I appreciate the replies.

My intial request (i think it was 18th May 2017), was just giving 28 days notice on one of the (many) contracts i have. This was a telephone conversation. In July, the request was made in a live chat (that was hard work...lol). In November, it was 2 conversations and a live chat - it was at this point i was given the email address. During these conversations in November, they had no record of any previous correspondence despite me giving contact names.
The last conversation i was assurred i would have a callback regarding a resolve and any refunds.
I was happy to leave it 28 days from the 24th November email, but maybe thinking this needs esculating to a level 2 complaint now...???

It was a difficult request in May - 28 days notice on one of the contracts.

Given that i still have 8 contracts with them and Octobers bills exceeded £350 alone, i think sorting an old £16.10 pcm contract deserves a little more attention...???

[BabaOsw]

# It wasnt a difficult request in May

[MI5]

Call them again mate and chase it up.
There's no excuse for not doing what you asked back in May apart from pure apathy!

[Cleoriff]

That is really beyond a joke. Obviously desperate to keep your custom...

[jonsie]

Forget live chat. They will just tell you what you want to hear without having the means or systems to do anything other than correspond with other departments either by email, post it notes or verbally. 

I can recommend the chat link on the complaints link, it's usually UK based and that's their job... Complaints! 

Follow this up with daily calls if possible but do make a written complaint via the email link, I would be wanting a decent goodwill gesture from them as well as the refund due. 

Easy to say as you are probably very busy on any given day but please don't give them the grace of allowing them 28 days to do anything. If it hasn't been done or actioned in 48 hours maximum then it ain't being done. Unfortunately it seems the responsibility has somehow fallen on the customer to chase these these things up which is completely ass uppards.