Complaints Handling

Our commitment

Omni3 Limited is committed to handling complaints fairly, promptly, consistently and respectfully. This page explains how we receive, record, investigate, resolve, escalate and learn from complaints.

What counts as a complaint?

A complaint is any expression of dissatisfaction (however made) about an installation, product, service, conduct, action or lack of action by us or anyone acting on our behalf. You don't need to use the word “complaint” for this process to apply.

We will not direct you to a subcontractor to pursue a complaint. Responsibility remains with Omni3 Limited.

How to make a complaint

You can contact us using any of the routes below:

• Telephone: 01798 263333
• Email: [email protected]
• Post: Omni3 Limited, 2, Masons Way, Codmore Hill, Pulborough, RH20 1DZ
• Website: Contact form
• In person: by prior arrangement, or on site if appropriate

If you need any reasonable adjustments (for accessibility) or you'd like someone to act on your behalf, please let us know. We will take extra care where a customer may be vulnerable or in vulnerable circumstances.

What happens next (timescales)

1. We log your complaint and create a unique reference number.
2. We acknowledge your complaint within 2 working days, confirming your reference, a summary of the issue, who is handling it, and when you'll hear from us next.
3. We investigate by reviewing relevant information (for example: quotation/contract, design details, photos, commissioning information, certificates, job notes and correspondence). If needed, we'll arrange a site visit.
4. We provide a substantive response or progress update within 10 working days of acknowledgement.
5. We aim to resolve complaints as soon as reasonably practicable and normally within 20 working days of acknowledgement.If we need longer (for example due to complexity, access, third-party input or parts availability), we'll explain why and provide updates at least every 10 working days until the matter is closed.

Urgent safety issues

If your complaint suggests an immediate safety risk (for example danger to life, risk of fire, electrical hazard, water ingress, or loss of heating/hot water in vulnerable circumstances), we will prioritise it immediately and normally make contact the same working day.

Where appropriate, we will make the installation safe and provide a temporary solution while a permanent remedy is arranged.

Outcomes and remedies

We'll confirm the outcome in writing, including:

• what we found
• whether the complaint is upheld, partially upheld, or not upheld
• any apology where appropriate
• what remedial action will be taken (what will be done, by whom, and by when)

A complaint is closed when agreed actions have been completed and you've been informed, or when a final response has been issued and the available escalation routes have been explained.

If you're not satisfied (escalation)

1) Internal review

If you're unhappy with our proposed resolution, you can request a management review by a Director / senior person (where practicable, someone not previously involved). We'll issue the internal review outcome in writing.

2) MCS escalation (where applicable)

For complaints relating to an MCS-certified installation or compliance with the MCS Customer Commitment, if you remain unhappy with the outcome or the complaint hasn't been resolved within a reasonable time, you may escalate to MCS:

• MCS Helpdesk Email: [email protected]
• MCS Helpdesk Telephone: 0333 103 8130

We will cooperate fully with MCS and provide records and evidence when reasonably requested.

3) NICEIC escalation (where applicable)

For complaints specifically concerning the technical standard of NICEIC-certificated electrical work, you should first raise the complaint with us. If the matter remains unresolved and falls within NICEIC scope, you may use the NICEIC complaints resolution process:

• NICEIC complaints email: [email protected]
• NICEIC complaints telephone: 01582 539 036

4) Alternative Dispute Resolution (ADR)

Where an eligible complaint cannot be resolved through the applicable complaints process, we will engage with Alternative Dispute Resolution (ADR) where required by MCS, NICEIC, or any consumer code/contract that applies.

Learning and improvement

We record complaints and review them for root cause, corrective action and lessons learned. Where needed, we'll improve training, supervision, subcontractor controls, templates, or technical processes to help prevent recurrence.