Orange Genie : most-reported complaints
Automated analysis of 197 public Trustpilot reviews published 2022-07-22 to 2025-06-25. TrustScore 4.8 from 1,512 total reviews — see the Trustpilot page. Quick answer: is Orange Genie legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Across 197 Trustpilot reviews analysed, the most-reported issues with Orange Genie were: Billing errors (52 reports), Support unhelpful (43 reports), Support unreachable (41 reports).
How to reach Orange Genie
These are the contact details Orange Genie publishes on its Trustpilot profile, as of our last check on 2026-09-26 — phone 01296 468 483, email [email protected], address Buckingham Street 11, Aylesbury, HP20 2LA, GB.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2020-03-05. We last checked this profile on 2026-09-26 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 1 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Furlough”.
Elsewhere: 3★ on Google (251 reviews) — a 1.8-star gap between its Trustpilot and Google scores.
Severity: 49% of this company’s 94 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In July 2022, 93% of 14 one-to-three-star reviews were 1★; in January 2023, 90% of 10.
Counted from July 2022 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (80 reviews record both dates).
Measured reply time: across 131 negative reviews that received a public reply, the median wait was 1 days — the company profile reports an average of under a day. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 131 company replies to negative reviews analysed, 37% engaged with the specific problem and 51% were generic templates.
24% of its 96 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: billing errors makes up 55% of this company’s complaints vs a 13% median across 116 ranked companies in its sector.
Review velocity: 0 of this company’s 1,512 Trustpilot reviews (0%) were written in the last 12 months.
What are the most common complaints about Orange Genie ?
Billing errors
52 reports · 55% of complaintssteady“Thieves who have been "skimming" from every payslip it would seem for at least the last 5 years.”
The company replied on 2022-11-17: “Thank you for your review. We are happy to discuss the details with you directly if you wish. Please contact out support team via the usual channels The Orange Genie Team”
Our classifier read this reply as a template response.
13 readers marked this review helpful on Trustpilot.
“There inability to record pay correctly on the HMRC system causes major issues”
The company replied on 2022-10-03: “Please accept my apologies for the difficulties you have experienced. I would like to fully investigate this query for you to understand further the information you have been given. Please can I ask…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
12 readers marked this review helpful on Trustpilot.
“Wages not paid on time , can't get through to anyone”
The company replied on 2022-08-22: “Hi Angelo - our apologies for the difficulties you have had in getting through. We have also received your e-mail earlier today and our team are looking at your query. I can see that one of our team…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
12 readers marked this review helpful on Trustpilot.
Support unhelpful
43 reports · 46% of complaintssteady“There inability to record pay correctly on the HMRC system causes major issues”
The company replied on 2022-10-03: “Please accept my apologies for the difficulties you have experienced. I would like to fully investigate this query for you to understand further the information you have been given. Please can I ask…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
12 readers marked this review helpful on Trustpilot.
“It’s very difficult to get through to customer service, expect upwards of 30 minutes on hold”
The company replied on 2022-08-18: “We're sorry to hear that you are having difficulties in getting in touch. We are still experiencing a high number of calls but the numbers are reducing daily as we work hard to clear anything that is…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
12 readers marked this review helpful on Trustpilot.
“You make an agreement to be paid weekly and it doesn't happen”
The company replied on 2022-09-12: “Please accept my apologies for the difficulties you have experienced. I have located your email of 9th September and will arrange for someone to call you today.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
11 readers marked this review helpful on Trustpilot.
Support unreachable
41 reports · 44% of complaintsfalling“Wages not paid on time , can't get through to anyone”
The company replied on 2022-08-22: “Hi Angelo - our apologies for the difficulties you have had in getting through. We have also received your e-mail earlier today and our team are looking at your query. I can see that one of our team…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
12 readers marked this review helpful on Trustpilot.
“It’s very difficult to get through to customer service, expect upwards of 30 minutes on hold”
The company replied on 2022-08-18: “We're sorry to hear that you are having difficulties in getting in touch. We are still experiencing a high number of calls but the numbers are reducing daily as we work hard to clear anything that is…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
12 readers marked this review helpful on Trustpilot.
“The pensions / payroll team are uncontactable and give no responses to Contractor Relationship Managers either”
The company replied on 2022-08-18: “Thank your for your review Clive and our apologies for the delay in getting back to you. I will make sure somebody gets in touch with you today. The Orange Genie Team”
Our classifier read this reply as a substantive response.
It promised: to make contact.
11 readers marked this review helpful on Trustpilot.
Account/app problems
7 reports · 7% of complaintsfalling“support is not available, unable to claim expenses, unable to get a copy of a contract”
The company replied on 2022-09-12: “We are sorry to hear that you are have experienced difficulties in obtaining the information you need. Please can I ask that you write to our usual support address and title your e-mail "TP review…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
8 readers marked this review helpful on Trustpilot.
“unable to answer calls, return calls, or fix any issues.”
The company replied on 2022-10-06: “Please accept my apologies for the difficulties you have experienced. I would like to fully investigate the query regarding Orange Genie for you to understand further the information you have been…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
4 readers marked this review helpful on Trustpilot.
“I’ve been on hold now for ages.. They are beyond hopeless.. !!!”
The company replied on 2022-09-28: “The comments you have raised on here and directly with Orange Genie are being dealt with and further clarification will be issued to you today. Thank you”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
Overcharging
4 reports · 4% of complaintsrising since 2023-09“they are making additional profit from me which I never knew about”
The company replied on 2023-01-20: “I apologise for the difficulties you have experience. We are unable to trace your call or locate the individual you have spoken to. To allow us to resolve this for you and in accordance with our…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“They charge for each timesheet they process, even if you wanted to just be paid monthly”
The company replied on 2023-11-09: “Thank you for the great review. We appreciate you taking the time to provide the feedback and have passed a copy of your feedback to Jonny. If you have any outstanding queries or feel you need…”
Our classifier read this reply as a template response.
“They deduct all the money they can, for example vacation deduction.”
The company replied on 2023-10-24: “Please accept my apologies for the difficulties you have experienced. I understand that you have now been provided with further clarification of the deductions that take place and the reasons why. If…”
Our classifier read this reply as a template response.
Other
2 reports · 2% of complaintssteady“Waste of time and effort”
The company replied on 2022-12-28: “Please accept my apologies for the difficulties you have experienced. If you have outstanding queries please can I ask that you write to our usual support address and title your e-mail "TP review"…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“they are unsure of when. I then asked for an update on a separate matter.”
The company replied on 2022-09-14: “The comments you have raised here and also directly with Orange Genie have now been dealt with. Thank you The Orange Genie Team”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Compare Orange Genie with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-05.