Complaints policy

How to raise a complaint, what OrbiLimited will do, and what happens if we cannot reach an agreement.

If we have let you down

We aim to provide excellent products and customer service. However, if something goes wrong — such as a damaged delivery, a missed appointment, a product issue, or a service experience that did not meet your expectations — we want to hear from you.

Your feedback helps us investigate problems, put things right, and improve our service.

How to complain

Contact us

You can raise a complaint by contacting our customer support team:

Email: support@orbilimited.co.uk
Phone: +44 7508 261422

Please include "Complaint" in the subject line if contacting us by email.

What to include

To help us investigate your complaint quickly, please provide:

• Your name and contact details.

• Your order number (if applicable).

• A clear description of what happened.

• Any photographs or supporting information.

• The outcome you would like us to consider.

What happens next

Our first response

We aim to acknowledge and respond to your complaint within one working day.

If we need additional time to investigate, we will explain the reason for the delay and keep you updated.

Investigation and resolution

We aim to resolve straightforward complaints within 14 calendar days.

For more complex issues that require input from third parties, such as delivery companies, suppliers, or manufacturers, investigations may take longer. We aim to resolve these cases within 56 days where possible.

Escalation

If you are not satisfied with our initial response, you can request that your complaint is escalated for further review.

A member of our management team will review the matter and respond within two working days with either:

• A revised resolution.

• Further explanation regarding our original decision.

If we cannot agree

If we are unable to resolve your complaint through our internal process, you may consider alternative dispute resolution (ADR) options or other remedies available under UK consumer law.

We will provide information about available options where appropriate.

What we will not do

We will never:

• Treat you differently because you have raised a complaint.

• Ask you to remove a genuine review as a condition of resolving an issue.

• Use unclear terms or policies to avoid our legal responsibilities under consumer protection laws.

What we record

We record complaints to help us identify recurring issues and improve our services.

Complaint records are handled securely and personal information is retained only for as long as necessary to meet legal, regulatory, and business requirements.

Please see our Privacy Policy for more information about how we handle personal data.

Contact OrbiLimited

OrbiLimited
Registered Address: 86 Edge Lane Drive, Liverpool, L13 4AE, England, United Kingdom
Email: support@orbilimited.co.uk
Phone: +44 7508 261422
Website: https://orbilimited.co.uk/

Last updated: 2026-05-26 · OrbiLimited