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Complaints Policy

Initially we will try to resolve it 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 the initial attempts to resolve your complaint have not met your expectations, you can take the following action

Making your Complaint

If you are dissatisfied with any aspect of our service you can notify us by:

(1) Email:
(2) Online:

and ultimately to our Managing Director.

If you consider your complaint to be a serious failure, or you do not wish to discuss your complaint with staff members we would encourage you to contact our Managing Director directly at Email:

Purpose of Our Complaints Process

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.

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.

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