Complaints About phoneswitcher
This page covers a complaint about phoneswitcher itself. A complaint about your O2 service or billing goes to O2, through O2's complaints process.
Calls charged at your standard UK rate and included in most inclusive-minute plans.
Mon–Fri 09:00-18:00 (Europe/London)
Calls recorded for quality; recordings deleted after 30 days.
You are never charged a fee by phoneswitcher for calling us. Your call is answered by independent UK advisers working with phoneswitcher. phoneswitcher may receive a fee from its advisory partners for the call.
Independent · Not affiliated with O2 · You are never charged a fee by us
Two different complaints
It helps to be clear about which organisation a complaint belongs to before you raise it. We can only look into our own advice line and how we handled your call with us.
A complaint about phoneswitcher
This covers how our advice line answered your call, and how an adviser spoke to you. It also covers how we handled a figure or source on this site. Raise this with us directly, using the steps below.
A complaint about O2
This covers your bill, your contract, a charge, your signal, or anything else on your O2 account. We cannot progress an O2 complaint on your behalf, because we cannot access, change or view an O2 account. O2 runs its own complaints process, and only O2 can resolve a complaint about its own service.
How to raise a complaint about phoneswitcher
Call our advice line using the number on this page. Or write to us using the details on our Contact page. Tell us the date of your call, roughly what time it was, and what happened. If you called us, we can check our call recording against the retention period set out in our Privacy Notice.
What happens next
We will look into what you have told us and respond in plain language. If we find we got something wrong, we will correct it. This could be an out-of-date figure, or an adviser giving you incorrect information about what we can and cannot do. Corrections to figures on this site are logged on our Sources page.
What we cannot do with a phoneswitcher complaint
We cannot change anything on your O2 account as part of resolving a complaint about us. We never have access to any O2 account. A complaint about us and a complaint about O2 stay separate, even when they relate to the same phone call.
Before you contact O2 about a complaint
- Write down what happened, with dates, amounts and any reference numbers from your bill or your account.
- Decide what outcome you want O2 to give you.
- Keep a note of who you spoke to at O2 and when, for your own records.
Hand-off: this is where O2 takes over
With O2, your service provider
- Opening, investigating and resolving a complaint about your O2 account, bill or service.
- Giving you a final response under O2's complaints code.
- Deciding whether a refund, credit or account change is due.
You can also contact O2 directly through these published channels:
- 202 (free to call from an O2 mobile): 202 (verified 31 Oct 2026)
- 0344 809 0202 from other phones: 0344 809 0202 (verified 31 Oct 2026)
- +44 7860 980 202 from abroad: +44 7860 980 202 (verified 31 Oct 2026)
- PAYG: 4445 (free to call from an O2 mobile): 4445 (verified 31 Oct 2026)
- PAYG: 0344 809 0222 from other phones: 0344 809 0222 (verified 31 Oct 2026)
- My O2 app: My O2 app (verified 31 Oct 2026)
- Accessibility support: https://www.o2.co.uk/access-for-all (verified 31 Oct 2026)
O2's complaints code
O2 publishes its own complaints process and aims to give you a final response. We link to O2's channels above so you can raise a complaint with O2 directly, rather than through us.
If O2's final response does not resolve things
A complaint can go to an independent ombudsman once O2 has given you a final response letter. It can also go there if your complaint has been with O2 for a set number of weeks without a resolution. This route sits outside phoneswitcher entirely. We cannot refer a complaint to the ombudsman for you, and we cannot speed up or influence the outcome.
Can phoneswitcher progress a complaint about my O2 bill or account?
No. We cannot access, change or view an O2 account, so we cannot investigate or progress a complaint about O2 on your behalf. O2 runs its own complaints process for that.
What can phoneswitcher actually investigate?
Only how our own advice line handled your call with us, such as what an adviser told you or a figure on this site. Anything about your O2 account or bill has to go to O2.
How do I complain about phoneswitcher itself?
Call our advice line or write to us using the details on our Contact page, with the date of your call and what happened. We will look into it and respond in plain language.
What if O2 does not resolve my complaint?
O2's complaints code sets out a final-response step and an independent ombudsman route after that. This sits entirely outside phoneswitcher, and we cannot refer a complaint to the ombudsman for you.
Does calling phoneswitcher to raise a complaint cost anything?
You are never charged a fee by us. See the call-cost line next to the number on this page for the exact wording that applies.
Related pages
Calls charged at your standard UK rate and included in most inclusive-minute plans.
Mon–Fri 09:00-18:00 (Europe/London)
Calls recorded for quality; recordings deleted after 30 days.
You are never charged a fee by phoneswitcher for calling us. Your call is answered by independent UK advisers working with phoneswitcher. phoneswitcher may receive a fee from its advisory partners for the call.