Complaints Policy

We are committed to providing the highest quality of service, transparency, and accuracy to our contractors,
agencies and end clients. We pride ourselves in our ‘right first time’ culture. Sadly, despite our best efforts,
problems and errors still occur. Often we don’t realise something’s wrong, or that our explanations aren’t as
clear as we think, or they were and you didn’t understand, or that your experience of our service has fallen
short of your expectation.

Whatever the reason it is important to resolve those issues quickly, identify the causes and take corrective
and preventative actions. We are genuinely committed to learning the lessons and continually improving our
services.

Initially, we will try to resolve any issues through a member of our support team. They will enter your complaint
on our Performance Development Log and it will be tracked through to resolution. If the support team is
unable to resolve the complaint to your satisfaction, they will automatically escalate it to their line manager.
If our initial attempts to resolve your complaint have not met your expectations, please notify us by:
Email: complaints@orangegenie.com

We have attempted to make our complaint process as simple and easy to use as possible, to encourage even
the smallest issue to be reported.

Orange Genie is accredited to ISO9001:2015 certification and drives us to a culture of continuous
improvement. Should a complaint lead to the identification of an opportunity for improvement this will be
raised with the appropriate area of the business and resources will be allocated to develop and implement the
improvements.

Orange Genie formally reviews this complaints policy every year.