MSE News: O2 to hike its prices by 2.7% - can you leave your contract penalty-free?

ChilliP2012

Where a company, in this case O2, believe's they've done everything they can and you remain unhappy, they'll send you what's called a 'deadlock letter' confirming their final position. It can also be given for the following reasons too:

• they are unwilling or unable to give a
customer what they are requesting, for
example a product, service or financial
award.

• they feel there isn’t reasonable cause for
complaint, for example a customer is
unhappy with something covered in their
terms and conditions.

• a customer is highly persistent; neither
the company or the customer is willing to change
their position.

More Info

ChilliP2012

Just had the usual copy n paste final response.

Deadlock letter requested and of to the ombudsmen we go.

NittyGritty

I,m not sure if it makes much of a difference,but when I took T-Mobile to CISAS, I went to them and won without waiting for deadlock letter, I took it to them once I got the final email from T-Mobile which stated something along the line of "this will be our final response on the matter". CISAS didn't even ask for it when they agreed to take case on,


it maybe different as this doesn't involve CISAS, just thought id give my 2 cents on it.

ChilliP2012

NittyGritty wrote: »

I,m not sure if it makes much of a difference,but when I took T-Mobile to CISAS, I went to them and won without waiting for deadlock letter, I took it to them once I got the final email from T-Mobile which stated something along the line of "this will be our final response on the matter". CISAS didn't even ask for it when they agreed to take case on,


it maybe different as this doesn't involve CISAS, just thought id give my 2 cents on it.

If anyone has had an email response with the following:

This is our final position on the matter. Unfortunately, your complaint about the price rise does not fall within the independent Ombudsman’s remit. If you have any other concerns that you feel we have not been able to resolve for you, or you wish to clarify the Ombudsman’s position, you can contact them on the details below for further advice:

Then you can treat that as a deadlock letter.

I have had this clarified from the CEO's office.

My last email was a deadlock letter as it explained that it was our final position and gave you the Ombudsman’s contact details.

GolfBravo

NittyGritty wrote: »

I,m not sure if it makes much of a difference,but when I took T-Mobile to CISAS, I went to them and won without waiting for deadlock letter

Apart from contract release did you get any additional compensation?

I'm still waiting for their deadlock letter/final email.

ChilliP2012

Complaint submitted to the ombudsmen. Let's wait & see what happens.

NittyGritty

GolfBravo wrote: »

Apart from contract release did you get any additional compensation?

I'm still waiting for their deadlock letter/final email.

yeah I added compensation to the claim with CISAS, for all the trouble I went through will calls, emails, etc, make it worth your while complaining, tho don't go overboard with compensation, £100 or less should be fine (just my opinion u could try for more but maybe that would be pushing it). assuming you win the case

NittyGritty

ChilliP2012 wrote: »

Complaint submitted to the ombudsmen. Let's wait & see what happens.

my friend also took his complaint to ombudsman with 02 yesterday, will keep you updated, if he wins or loses. (he put £100 claim for compo in also) they said they will get back to him within 10 days if they accept the claim or not.

ChilliP2012

Much appreciated. I haven't put in for any monetary compo as I'd be much happier to see the back of O2.

Prof_Moneypenny

What really has upset me is that I am paying a huge amount of money each month for a service that doesn't even work the signal is so poor where I am and 3G is none existent and I don't have all day to wait for GPRS only for it to fail anyway. Its an outrage. The O2 spokesperson is quite right price rises are never welcome but I could stomach the price rise if there was a good service to justify it but for me it just adds insult to injury of a totally inadequate service. I am furious that I cannot even change my tariff to suit the level of service that they can't provide. Never will I use o2 again after 15+ year of being a loyal customer and recommending them to friend and family. I hope the greedy company goes bust.