Complaints Guide Updated January 2026

How to Complain to O2 & Get Compensation

Your complete guide to making a complaint to O2, escalating to Ombudsman Services, and understanding your rights to compensation.

We've helped thousands of readers resolve disputes with their mobile providers. Here's what we've learned works best when making a complaint.

O2 Complaints Process: Step by Step

If you have a problem with O2 that has not been resolved through normal customer service, you have the right to make a formal complaint. Here is how to do it:

  1. Contact O2 Customer Service First

    Before making a formal complaint, try to resolve the issue through normal channels. Call 202 from your O2 mobile, use Live Chat in the My O2 app, or visit an O2 store. Explain your problem clearly and ask for a resolution.

  2. Make a Formal Complaint

    If customer service cannot resolve your issue, ask to make a formal complaint. You can do this by:

    • Phone: Call 202 and ask to register a complaint
    • Online: Use the complaints form on o2.co.uk
    • Post: Write to O2 Customer Complaints, PO Box 694, Winchester, SO23 5AP
    • Store: Visit an O2 store and ask for a complaints form
  3. Get a Reference Number

    When you make a complaint, O2 must give you a reference number. Keep this safe as you will need it for any follow-up communications.

    Quick tip from our team: Take a screenshot of your reference number immediately. We've heard from readers that having it easily accessible saves a lot of time when following up.

  4. Wait for a Response

    O2 aims to resolve complaints within 7 days. They must provide a final response within 8 weeks. If they cannot resolve your complaint, they should issue a deadlock letter.

  5. Escalate if Needed

    If you are not satisfied with O2's final response, or if 8 weeks have passed without resolution, you can escalate to Ombudsman Services (see below).

Keep Records: Document all communications including dates, times, names of staff you spoke with, and what was discussed. This will be valuable if you need to escalate your complaint.

Escalate to the Ombudsman

If O2 cannot resolve your complaint to your satisfaction, you can escalate to an independent Ombudsman. O2 is a member of Ombudsman Services: Communications.

When Can You Use the Ombudsman?

You can contact the Ombudsman when:

  • 8 weeks have passed since you first complained to O2, OR
  • O2 has issued you a deadlock letter (a letter stating they cannot resolve your complaint)

What the Ombudsman Can Do

  • Investigate your complaint independently
  • Request information from both you and O2
  • Make a binding decision on O2 (if you accept it)
  • Award compensation of up to £10,000
  • Require O2 to take specific actions

How to Contact the Ombudsman

Ombudsman Services: Communications

The service is free to use and independent of O2.

In our experience: The Ombudsman process typically takes 4-8 weeks. Readers who've used this route tell us that having all documentation organised beforehand significantly speeds things up.

Time Limit: You must contact the Ombudsman within 12 months of receiving a deadlock letter or within 9 months of the issue first occurring. Do not delay if you want to escalate your complaint.

What You Can Complain About

You have the right to complain about a wide range of issues with your O2 service:

Common Reasons for Complaints

  • Billing Errors: Incorrect charges, unexpected fees, or billing disputes
  • Poor Service: Network outages, poor signal quality, or service failures
  • Contract Issues: Problems with your contract terms, unexpected price increases, or cancellation disputes
  • Customer Service: Poor treatment, misinformation, or failure to resolve issues
  • Sales Practices: Mis-selling, incorrect information at point of sale, or pressure tactics
  • Technical Issues: Phone or device problems, SIM issues, or activation failures
  • Account Problems: Unauthorised changes, security breaches, or account access issues

Complaints Timeline

Day 1: Initial Complaint

Contact O2 customer service and request a formal complaint. Get your reference number.

Within 7 Days: Initial Response

O2 aims to acknowledge and ideally resolve your complaint within 7 days.

Within 8 Weeks: Final Response

O2 must provide a final response or deadlock letter within 8 weeks.

After 8 Weeks: Ombudsman Eligible

If unresolved, you can escalate to Ombudsman Services.

O2 Compensation: What You're Owed

Depending on the nature of your complaint, you may be entitled to compensation from O2.

Automatic Compensation Scheme

Under Ofcom rules, O2 must pay automatic compensation for certain service failures:

Issue Compensation
Delayed repair of a total loss of service £9.76 per day (after 2 working days)
Missed appointments £29.15 per appointment
Delayed new connection or upgrade £5.83 per day (after agreed date)

Note: These figures are for fixed broadband services. Mobile compensation may differ.

Goodwill Gestures

Even if automatic compensation does not apply, O2 may offer goodwill gestures such as:

  • Account credits
  • Free months of service
  • Reduced bills or contract adjustments
  • Free add-ons or upgrades

Ombudsman Awards

If your complaint goes to the Ombudsman, they can award:

  • Financial compensation up to £10,000
  • Non-financial remedies (e.g., requiring O2 to take specific actions)
  • Both financial and non-financial remedies

Know Your Worth: Do not be afraid to ask for appropriate compensation. If you have experienced significant inconvenience, financial loss, or distress due to O2's failures, you may be entitled to more than an initial offer.

Complaints FAQs

How long does the complaints process take?
O2 aims to resolve complaints within 7 days. By law, they must provide a final response within 8 weeks. If your complaint goes to the Ombudsman, it typically takes an additional 4-8 weeks, depending on complexity.
What is a deadlock letter?
A deadlock letter is a formal letter from O2 stating that they cannot resolve your complaint and that you are entitled to escalate to the Ombudsman. You can request one if O2 refuses to help you further. It is also issued if 8 weeks pass without resolution.
Can I complain about a bill from months ago?
Yes, but there are time limits. You should complain as soon as you notice an issue. For Ombudsman escalation, you generally have up to 9 months from when the problem first occurred. It is always better to complain sooner rather than later.
Will complaining affect my O2 service?
No. O2 cannot legally penalise you for making a complaint. Your service should continue as normal throughout the complaints process. If you experience any retaliation, report this as a separate complaint.
Can I leave O2 without paying if my complaint is upheld?
It depends on the outcome. If O2 is found to have breached your contract, you may be entitled to leave without early termination fees. The Ombudsman can also require O2 to release you from your contract as part of their decision.
Should I keep paying my bill during a dispute?
Generally, yes. Continue paying the undisputed portion of your bill. If you stop paying entirely, O2 may restrict your service or pass the debt to a collection agency, which can affect your credit score. Pay what you believe is correct and dispute the rest formally.

More O2 Complaints Resources

If you need assistance with your O2 complaint:

Sources & References

SM

Written by Sarah Mitchell

Mobile & Broadband Specialist

Sarah has over 8 years of experience helping UK consumers navigate mobile and broadband issues. Previously worked in telecommunications customer service and now writes guides to help others avoid common pitfalls.

Last reviewed: January 2026

Understanding Your O2 Bill

Complete guide to O2 billing, charges, and payment methods.

How to Leave O2

Cancel your contract with no fees using these methods.

Transfer Your Number

Get your PAC code and keep your number when switching.