Orbtalk is a member of Ombudsman Services: Communications

Ombudsman Services: Communications resolve complaints from consumers about companies which provide communications services to the public. This includes phone and broadband companies.

Ombudsman Services are approved by Ofcom, the UK communications industry regulator, as an alternative dispute resolution service. They are independent and consumers can use their services free of charge.

Ombudsman Services (Communications) - http://www.ombudsman-services.org/communications.html

Complaints and Dispute Resolution

Orbtalk are committed to offering outstanding communications services to companies in the UK and endeavour to respond to any complaint in a fair manner and as soon as is reasonably practicable. However, in the event that you continue to be dissatisfied with any part of our service, please feel free to contact us at which point we will do our utmost to resolve your issue within a reasonable period of time. We have a complaints procedure in place with the aim of ensuring the efficient and satisfactory resolution of any complaints. If you would like a hard copy of this Complaints and Dispute Resolution procedure, please raise a Customer Services ticket here.

If you are unsatisfied with your sale, provisioning or service delivery we provide an escalation path for you to follow:

  • Initially, please call 0203 5888 000 option 2 or raise a Customer Services ticket here. We will endeavour to respond to your complaint within 24 hours. Please retain your ticket ID to enable the team to locate your issue easily in future. The experienced Customer Services Team will use their skills to endeavour to resolve your complaint at this point. However, if your issue cannot be resolved during the telephone call, we will agree a course of action with you. If you continue to be dissatisfied with the way that your complaint was handled initially, you may contact the Customer Services Manager at a time that is appropriate by raising a ticket here and including in the subject line ‘FAO Customer Services Manager’. In the body of the message, please mention the ticket ID that you received when raising your initial complaint. They (or a member of the Customer Services Team in their absence) will respond and endeavour to resolve your complaint within 48 hours.
  • In the event that the Customer Services Manager cannot resolve the issue to a satisfactory standard, you may escalate your concern to your Account Manager by raising a Sales ticket here or by using their contact e-mail address and again if unsuccessful to the Directors by raising a Customer Services ticket here and including in the subject line ‘FAO Directors’.
  • Please be aware that, in all instances, you should mention the ticket ID of any complaint that you make and we politely ask that you work with our team to resolve your complaint. In the unlikely event that your complaint has not been satisfactorily resolved by Orbtalk within a period of eight weeks, or if during the course of the investigation you are of the opinion that the situation has reached a stalemate, you may refer your complaint to Ombudsman Services: Communications for independent review. Ombudsman Services: Communications will make an independent decision based entirely on the merits of the complaint.

You may contact Ombudsman Services: Communications directly:

Ombudsman Services: Communications
PO Box 730
Warrington
Cheshire
WA4 6WU

Or alternatively you may contact them via their website.

To find out more about our complaints procedure please call 0203 5888 000 option 2 or raise a ticket here.

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