How do I make a complaint?

We take any complaint we receive extremely seriously and will always do our best to fix anything you're unhappy with as quickly and effectively as we can. We view your complaint as an opportunity to put the situation right and help Origin to improve so we can offer all of our customers a better quality of service.

Our trained advisors are authorised to deal with customer complaints, and should be your first point of contact. They will follow the below process to resolve your issue as quickly as possible.


Contact us by phone

To raise your complaint about your home phone or broadband service with one of our trained customer service advisors, please call either 0330 024 17 77 or 01302 235 060 - please select option 4 to connect to an advisor.

Our customer service lines are open on weekdays:

  • 9.00am - 6:30pm Monday - Friday
  • 9:00am - 1:00pm Saturdays
  • Closed - Sunday
  • 9:00am - 6:30pm Bank Holidays

Our live chat is available for reporting loss of service between: 6.30pm - 8:30pm Monday - Friday

Contact us by email

You can also raise a complaint by emailing cc@origin-broadband.co.uk.

You will receive an instant acknowledgement of your complaint.

Contact us by post

By post:

Although this method can take longer than calling us directly, we appreciate that some customers feel more comfortable corresponding through the post.

You can write to us at:

Complaints
OB Telecom Ltd trading as Origin Broadband
Soapworks
Ordsall Lane
Salford
United Kingdom
M5 3TT

We try to make an initial response to every complaint we receive by post within three to five working days of receipt. This will help us investigate your complaint more effectively.

Alternative Dispute Resolution

If you're not completely satisfied with the way we've handled your complaint, you can escalate this further. We're signed up with the Ombudsman Services ADR scheme.

You can contact the Ombudsman by telephone on 0330 440 1614, by email on enquiry@ombudsman-services.org, or in writing to the following address;

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

The Ombudsman Services can only take on cases after the internal complaints process has been completed or has been with our complaints department for eight weeks or longer.