I’ve been left out of pocket – what should I do?
While O2 has announced it will pay compensation for yesterday’s outage, if you feel you’ve been left out of pocket by it, here’s what you can do:
- Keep any evidence. If you’ve been left out of pocket as a result of the outage, such as if had to pay for a more expensive train ticket as you were unable to access your Railcard app, keep any evidence such as screenshots and copies of any extra charges you’ve faced. Then include them to your complaint to O2.
- Complain to O2 if unhappy. If you decide to make a compensation claim, you should go through O2’s official complaints procedure (or your network’s complaints procedure if you’re with a piggybacking firm).
If the complaint’s still unresolved after eight weeks or you’re unhappy with the outcome, you can escalate to an alternative dispute resolution scheme the Communications Ombudsman, which will assess your complaint independently – O2, Giffgaff, Sky Mobile and Tesco Mobile are all signed up to it.