Creditor, lender or debt-collection entity

O2

Independent information about O2 payment difficulty, overdue bills, account restrictions, consumer-credit status and complaints.

O2 says customers who do not think they can pay on time should use its payment-support service. Its Payment Management team can discuss options, and current billing guidance says overdue accounts may be restricted if payment is not made.

What role does O2 have?

Original creditor

The company contacting you is not necessarily the company that legally owns the debt. Check the original creditor, current owner and the role stated on your latest correspondence.

Legal identity and regulatory position

O2 is operated by Telefonica UK Limited, registered in England and Wales under company number 01743099. O2’s current website terms state that Telefonica UK Limited is FCA-authorised and regulated for consumer-credit activity under reference 718822.

Telefonica UK Limited is regulated by Ofcom for telecommunications services and states that it is authorised and regulated by the FCA for consumer-credit activity under reference 718822.

Contacting O2

Use My O2 or O2’s current Payment Management and customer-service routes. If your account includes a Device Plan, distinguish device-credit payments from airtime charges when discussing arrears.

If you want to complain

O2 publishes an online complaints route, a Complaints Review Service and a Customer Complaints Code. Keep records of the issue and any final response or escalation stage.

What to check before paying or agreeing a plan

  • Confirm the account reference and original creditor match your records.
  • Check whether the company says it owns the debt or is collecting for another organisation.
  • If you do not recognise the debt, ask for clarification before making a payment or admitting liability.
  • Keep copies of letters, emails, payment offers and complaint correspondence.
  • Do not agree to a repayment amount that is not affordable alongside priority household bills.

Related guidance

Important: YourFinances.co.uk is not affiliated with O2. This page provides general information and does not confirm that any debt is valid, enforceable or owed by a particular person.