Ofcom General Conditions
O2 must comply with Ofcom's complaints handling requirements including maintaining a complaints code and providing ADR access.
Communications Act 2003; Ofcom General Condition C4
O2 complaint stuck?
Use written complaints to lock in dates for ADR.
Content is for general information only — confirm deadlines with regulators and ombudsmen.
Your rights
Key protections that often apply in this sector. Always check the latest official guidance.
ADR access
After 8 weeks or a deadlock letter, you can escalate to O2's approved ADR scheme. O2 must inform you of this right in their final response.
Ofcom General Condition C5
Mid-contract price rise rules
Ofcom requires transparency about price increases. If O2 raised your price mid-contract beyond what was agreed, check whether this gives you the right to leave without penalty.
Ofcom General Conditions
Consumer Rights Act
O2's mobile, broadband, and related services must be provided with reasonable care and skill and match any descriptions given.
Consumer Rights Act 2015
Escalation timeline
Typical stages for UK consumer complaints in this sector.
- 1
Formal complaint to O2
Use O2's complaints process through their app, online, phone, or in-store. Get a reference number and note the date.
Ofcom General Condition C4 - 2
Written follow-up
If unresolved, send written evidence: billing screenshots, contract terms, and a clear statement of your desired outcome.
- 3
Deadlock or 8 weeks
Request a deadlock letter or note the 8-week date from your original complaint.
Within about 8 weeksOfcom General Condition C5 - 4
ADR scheme
Submit to the scheme named in O2's correspondence. Free for consumers. Binding on O2 if you accept.
Alternative Dispute Resolution
Common issues
Custom plan pricing disputes
Charges not matching the agreed custom plan price, unexpected changes when discount periods end, and confusion about what is included.
Device plans and insurance
Disputes over insurance claims, repair quality, and charges for devices returned under upgrade programmes.
PAC/STAC switching delays
Codes not provided within the required timeframe, loss of service during porting, and numbers not transferring correctly.
Billing errors
Incorrect charges, premium rate charges the customer disputes, and international call charges not matching quoted rates.
Complaint handling
Complaints not being handled fairly, long resolution times, and customers feeling that their concerns are not being taken seriously.
Coverage and network issues
Poor signal at home or work, dropped calls, and 4G/5G performance not matching coverage checker predictions.
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Citing Communications Act 2003 with your specific case details — editable before you send anything.
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Suggestions are for guidance only. Always verify with official sources.
Frequently asked questions
O2 and Virgin Media — which do I complain to?▼
Check which brand is on your bill. Mobile on O2 goes to O2 complaints. Broadband/TV on Virgin Media goes to Virgin Media. They use different ADR schemes.
Custom plan disputes?▼
If the price or data allowance on your custom plan does not match what was agreed, gather the original confirmation and raise a formal complaint with evidence of the discrepancy.
Device insurance and repair issues?▼
If O2 is refusing an insurance claim or a repair under warranty, check the policy terms carefully and raise a complaint citing the specific provision you believe applies.
PAC and STAC code problems?▼
O2 must provide PAC or STAC codes within one working day of request. If they are delaying, this breaches Ofcom rules. Reference this in your complaint.
Is the ADR scheme free?▼
Yes. Free for consumers.
What compensation can I get?▼
ADR can order O2 to pay compensation, take corrective action, and apologise. Awards depend on the impact on you.
Can I switch while complaining?▼
Yes. Get your PAC code and switch. Complaint rights continue.
What evidence do I need?▼
Bills, contract confirmations, app screenshots, speed tests, call logs, and all correspondence.
Related pages
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