Orange Complaints – 0843 487 1850
Orange is a leading mobile phone network operator in the United Kingdom, offering pre paid and post paid mobile services, broadband Internet, and mobile broadband services. Recently, Orange has moved its shop, help and account management to EE, another mobile network operator. All Orange complaints are now processed by EE. EE also manages the Orange cancellations number, to call when ending an Orange subscription or service.
Common Complaint Types
The most common complaints customers have with Orange mobile phone services is faulty handsets for those on contract, excess billing or charges, poor signal reception, delay in processing Orange refunds, and more. The common complaints related to Orange broadband services are faulty or intermittent connection, websites not loading, slow speed, and billing issues. Another common complaints issue is refunds not processed when there are Orange cancellations.
Regardless of the nature or type of complaint, the first step when having Orange complaints is using the Orange complaints number to contact customer services. If the customer service executive is not able to redress the issue, the matter is escalated to a Team Leader or Manager. Orange customer services are open 8am to 10 pm Monday to Friday and 8am to 8pm on Saturdays and Sundays. It is also possible to write to Orange customer service.
The customer support team tries to resolve all complaints within a week. If the customer is not satisfied with the decision, he or she may ask for a reconsideration, and discuss the issue with a Customer Service Team Leader and / or an Operations Manager.
If eight weeks have passed since lodging the complaint, and the customer is not satisfied with the resolution offered by the customer services team leader or operations manager, he or she may file a complaint to Communications and Internet Services Adjudication Scheme (CISAS), an independent dispute resolution scheme approved by Ofcom. Lodging complaints with CISAS is free of charge, but there are certain conditions to be fulfilled for CISAS to accept the referral. Once CISAS accepts the complaint, an independent adjudicator reviews the complaint and takes a final decision.
Customers may seek the advice of independent bodies such as the Citizens Advice Bureau, Consumer Advice Centre and Trading Standards, at any stage of the Orange complaints process. Broadband customers may also refer the complaint to Internet Service Providers Association (ISPA). These bodies offer information on customer rights, and how to resolve complaints, among other things.