This is from their web site and agreed with Offcom.
In short.
You do not have to write in, that is one option to you and you do not have to take it.
You can always ask for the matter to be escalated above who you are talking to.
Im now using this when I compain and they are like headless chickens.
25. what to do if you want to complain
We want to provide all our members with an excellent service. Sometimes we may get it wrong and when we do, we want to know how we can fix it. We have developed the complaints procedure below, which gives you Three ways to contact us with your complaint if you have a problem with Orange services.
1) If you want to talk to us about it you can call us and we will try to sort out your complaints while you are on the phone. If this is not possible, the adviser will agree a course of action with you.
For Dial-Up Any Time & Dial-Up Pay As You Go you can call us on 0870 872 0099*
For Broadband & Wireless Talk you can call us at 0870 010 2462*
2) If you would like to email us, simply go to this link and follow the instructions. We aim to reply to all emails within 48 hours. However please be aware that email is not a secure medium to exchange personal or sensitive data.
3) You can also send a complaint in writing to:
Orange Customer Care
PO Box 486
Rotherham
S63 5ZX
This will vary slightly depending on which method you choose. However when you contact us we will need to ask for the following information:
* your email address
* your telephone number from which you dial to the Internet
* your date of birth
* your full postal address (letters only)
* your password
If you can have this information to hand or include it in your original complaint, it will speed things up. Once we are aware of your complaint we will log this against your account. If you write to us
we will give you a reference number, which we will let you know and will ask you to quote in any further correspondence about that particular complaint. We do try to resolve all complaints with an immediate reply but sometimes we may have to do more investigation before we can get back to you. We aim to reply to complaints via email within 48 hours and complaints by letter within 5 working days. If you are not satisfied with the way in which your complaint has been dealt with, you should ask for it to be escalated. This may happen immediately if you are on the phone or we will arrange for someone to contact you. If you want to escalate the matter further you can address your complaint to the Internet Service Providers Association ISPA, by visiting ISPA Website, contacting them at 0870 050 0710 or writing to mailto:admin@ispa.org.uk?linkfrom=terms_5594&link=link_body_2&article=orangeinternetcodeofpractice
*Elhana - Edited to shorten links and prevent it from breaking formatting.
Just to add on what Orange left out of the complaints statement
Fairys do exist
father christmas is alive and lives in lapland
Tony Blair is the most truthfull person i know
My wife is allways asking me for sex
Bill Gates is the most interesting person you could meet
See its not hard to write what you want others to belive making them belive is another matter
Still taking the tablits helps
Orange needs to start all corispondence with ONCE UPON A TIME at least then we Know its a FAIRY TALE
Agreed, it always makes for a good PR soundbite when a company 'shows' that it is addressing problems. In reality, it serves to silence some noise-mongerers and buying a few more months of peace- not any more.
Hahaha very good I think Orange forgot to give a copy of these statements to their STAFF !! hahaha...... brainless wonders, insulting and clueless.
A shame they have so many idiots working for them giving their company an even worse reputation ......(hang on ....... is that possible?)
Hey ive just had a thought.........if Orange pay me £150k a year i will guarantee everyones problems will be fixed in the next 3 years ........ hows that?
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
I think 
