We hope you'll never have to make a complaint. But if you do, we'll do everything we can to fix
things. Here's a bit more detail about the complaints process.
stage 1: contact us
First, give us a call. We'll try to sort out your complaint while you're on the phone. And if this is not possible, the adviser will agree a course of action with you.
If you want to write to us instead, you can do so at at the relevant address below:
Mobile and mobile broadband customers:
Orange Customer Services
PO Box 10
Patchway
Bristol
BS32 4BQ
Home broadband customers:
Orange Customer Care
PO Box 486
Rotherham
S63 5ZX
You'll need to include:
- Your name
- Your full postal address (and your Orange email address if you're a broadband customer)
- Your Orange account number and/or Orange telephone number (if you're a broadband customer, this must be the number you use to connect to the internet)
- Details of your complaint
- Your resolution requirements
- A daytime contact telephone number
We do try to settle all issues immediately, but sometimes we may have to investigate before we can get back to you. We aim to reply to all emails within 48 hours, and complaints made in writing within 5 working days of us receiving the letter.
stage 2: escalating the complaint
If you're not satisfied with our response, ask for the issue to be considered again. You have the option to discuss it with a Customer Service Team Leader, and if it's still unresolved, a Customer Service Manager.
stage 3: contacting CISAS
If, after contacting us, we have not resolved your complaint to your satisfaction within eight weeks, or if you've received a letter from us saying that your complaint has reached 'deadlock', you can made a complaint through CISAS. CISAS is an independent alternative dispute resolution scheme which has been approved by Ofcom.
When your dispute goes through the scheme, a person called an independent adjudicator decides how to settle it. Please note that CISAS will not consider any complaint until one of the conditions for referral has first been met, so do ensure you read the guidelines on their website - www.arbitrators.org/cisas.
Details of the service are available by contacting Orange customer services or CISAS at the following address:
Communication and Internet Services Adjudication Scheme (CISAS)
The Chartered Institute of Arbitrators
24 Angel Gate
City Road
London
EC1V 2PT
Tel: 020 7520 3827
Fax: 020 7520 3829
Email: info@cisas.org.uk
For broadband customers, after asking us to refer your complaint to someone with more indepedence, you may also find it useful to speak to the Internet Service Providers Association (ISPA). Their website is www.ispa.org.uk.
You can also get independent advice from your local Citizens' Advice Bureau or Trading Standards office - please contact them directly.
While we're happy to work together with these independent organisations, we always want you to come to us first as most problems can be resolved more quickly this way.