Complaints Code of Conduct

Thank you for choosing Orbus UK ("Orbus UK", "we", "us", or "our"). We strive to deliver exceptional service, but if we have fallen short, we want to know. This Complaints Code outlines how to raise your concerns, the steps we’ll take to address them, and further actions if needed.

1. Introduction

AnyLead Ltd t/a Orbus UK (company registration number 14180298) is committed to providing the highest quality service possible. If our service has not met your expectations, please let us know. This Complaints Code is designed to ensure complaints are handled fairly, promptly, and efficiently.

2. How to Make a Complaint

If you have a complaint about our service, you can reach our Customer Services team through the following channels:

2.1   By Email

You may also email us at [Insert Email Address]. Please include the following information:

  • Your Orbus UK account number
  • Your full name
  • A description of the issue and when it started
  • Names of any Orbus UK representatives you've spoken to about the issue (if applicable)

We will route your email to the appropriate department and aim to respond by phone or email. You will receive an automated acknowledgment of receipt. If you do not receive this acknowledgment, please call us to confirm receipt.

2.2   By Post

Alternatively, you can post your complaint to:

Orbus UK

113 Romford Road, London, United Kingdom, E15 4LY

We recommend using recorded or tracked postage. Please include the details mentioned above to expedite processing.

3. Additional Assistance

If you have special needs or require additional support, let us know. We can provide a copy of this Complaints Code in large print, Braille, or audio upon request. If you prefer, you may appoint a representative to act on your behalf by notifying us in writing.

4. Our Complaint Investigation Process

We aim to resolve most complaints during your first contact with us. Upon receiving your complaint, we will:

  • Acknowledge your complaint within 2 working days via your preferred method (phone or email)
  • Assign a unique reference number for tracking your complaint
  • Keep you informed of progress, proposed actions, and estimated resolution time
  • Request any additional information needed for our investigation

If we have not heard back from you within a reasonable time after requesting additional information, we will proceed with the investigation based on the details we have. In cases where resolution may take longer than 10 working days, we will keep you updated on progress and estimated timeframes

Once resolved, we will confirm the outcome in writing.

5. Escalation Process

If our initial response does not resolve your complaint to your satisfaction, you may request escalation:

  • Stage 1: Ask to speak to a manager for further review.
  • Stage 2: If unresolved, contact our Head of Service for a more in-depth investigation. Please ensure your complaint has first been raised with Customer Services and a manager before escalating to the Head of Service.

Our Customer Service Manager will respond to escalated complaints within 5 working days.

If we have not resolved your complaint within 8 weeks or feel there’s nothing further we can do, we will issue an Alternative Dispute Resolution (ADR) letter. This letter enables you to take your complaint to our independent ADR provider, the Ombudsman Service, at no cost.

Ombudsman Services Contact Details

If you are dissatisfied with the way we or the Ombudsman Service handles your complaint, you may also contact Ofcom, the UK communications regulator, at www.ofcom.org.uk.

6. Records

We will retain electronic and paper records of complaints for at least 6 months from the date of the complaint. Personal data will be handled in accordance with our Privacy Policy.