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
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 from 8:30am - 8:30pm, 9:00am - 6:00pm Saturdays, 10:00am - 4:00pm Sundays and 9:00am - 6:00pm Bank Holidays.
Contact Us by Email
You can also raise a complaint by emailing email@example.com.
You will receive an instant acknowledgement of your complaint.
Contact Us 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:
Old Town Hall
We try to make an initial response to every complaint we receive by post within seven 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.
Ombudsman Services: Communications
PO Box 730
Please be aware that Ombusdsman can only take on cases which have been with our Complaints department for eight weeks or longer.