Orbex Solutions is committed to providing excellent service to all our clients and endeavour to deal with any complaint fairly and within a reasonable period of time. However, should a customer remain dissatisfied with any aspect of our service, they are welcomed to contact us whereupon we will do our utmost to resolve the problem as quickly as is reasonably practicable. We operate a complaints procedure to help ensure that any complaints are dealt with efficiently and to your satisfaction.

Should you wish to receive a hard copy of this Complaints and Dispute Resolution procedure, please email your request to support@orbex.co.uk. If you have a problem with the way we have sold, provisioned or delivered the service to you, you should:

• In the first instance write via email to support@orbex.co.uk. We aim to respond to you within 24 hours. Please ensure you retain Ticket reference number. Our customer service staff will do their utmost to successfully resolve any problems at that point, if however, your problem cannot be resolved, we will agree a course of action with you.
• In the unlikely event that your complaint has not been resolved by Orbex Solutions to your satisfaction within a period of eight weeks, or if during the process of investigating your complaint you believe the situation has reached a deadlock, you may refer your complaint to Ombudsman Services for independent consideration. Ombudsman Services will make an independent decision based entirely on the merits of the complaint.