In the event that should want to bring a complaint to the attention of Orange;

In aim to provide the highest standards of service to all of our customers, priding ourselves as members of the Property Ombudsman Scheme, this is to ensure that our clients’ interests are safeguarded and a complaints procedure is in place. The objective of this process is to resolve any issues or concerns as quickly as possible.

Steps:

1. All complaints should, firstly be directed to the Manager. Your complaint will be acknowledged within 3 working days.
2. The Manager will investigate thoroughly and prepare a formal reply within 15 working days of receipt of your complaint.
3. If you are not satisfied with the outcome of the investigation, you are provided with a further opportunity to contact us again and have the complaint reviewed by the Director.
4. The Director will have 15 days to arrange a final viewpoint of the matter.

Should you not be satisfied with the final review, then you have 12 months to refer your matter to the Property Ombudsman. We will submit our file to the Ombudsman on request. You are also entitled to have your complaint referred to the Ombudsman should we fail to deal with matters promptly or do not comply with our in-house complaints procedure within 8 weeks from the date we receive your written notification.

The Property Ombudsman

• How to make a Complaint: https://www.tpos.co.uk/consumers/how-to-make-a-complaint
• https://www.tpos.co.uk