O2 signs up with Ombudsman Services for three more years

By Ombudsman Services | Jul 19, 2019

O2 has made Ombudsman Services its third-party alternative dispute resolution (ADR) provider for a further three years.

The company, one of the UK’s largest mobile network operators, said it was pleased to be extending and re-affirming its relationship with Ombudsman Services.

The agreement means that Ombudsman Services: Communications will continue to independently handle and investigate unresolved complaints made by O2 customers until at least 2022.

Jodi Hamilton, Director of Relationships at Ombudsman Services, said:

“We believe this agreement is good news for O2, its customers and Ombudsman Services.

“We work very closely at every level with O2 to drive the right behaviours and give the company the best possible chance of retaining customers who have a complaint.

“The company has the right approach when it comes to complaints, seeing them as an opportunity to identify a problem and fix the root cause.”

She added: “In a competitive market, it’s vital that we demonstrate to communications providers the value that we can add as an ombudsman over and above basic dispute resolution.

“Using our data and insights, we take a pro-active approach with our business partners in order to make them aware of any trends we spot in the complaints we’re seeing about them.

“We also hold regular workshops for providers on new regulations and legislation affecting the communications sector.”

We believe this agreement is good news for O2, its customers and Ombudsman Services.

Jodi Hamilton | Director of Relationships, Ombudsman Services

Mark Gait, Director of Customer Service at O2, said:

“We are pleased to be continuing our relationship with Ombudsman Services: Communications.

“As a company that prides itself on delivering excellent customer service, we want our customers to have access to high-quality independent redress when there are disputes that can’t be resolved.

“We take complaints seriously and are always keen to make further improvements to our complaint handling and customer service more broadly.”

We want our customers to have access to high-quality independent redress.

Mark Gait | Director of Customer Service, O2

Ombudsman Services: Communications is one of two Ofcom-approved ADR providers operating in the communications sector.

As well as O2, our members include the likes of BT, EE and Plusnet. Three UK signed up with Ombudsman Services for a further two years back in February 2019.