Complaints Handling
If something hasn't gone as expected, we want to put it right — fairly, promptly and respectfully.
On this page
Our Commitment
Omni3 Limited is committed to handling complaints fairly, promptly, consistently and respectfully. This page explains how we handle complaints and, where a complaint cannot be resolved directly with us, what independent routes may be available to you.
As a Which? Trusted Trader, NICEIC Approved Contractor and MCS certified installer, Omni3 operates in accordance with the relevant codes of conduct and complaints requirements of each scheme. The starting point for every complaint is Omni3 directly — please contact us first.
What Counts as a Complaint?
A complaint is any expression of dissatisfaction — however made — about a product, installation, service, conduct, action or lack of action by us or anyone acting on our behalf. You do not need to use the word “complaint” for this process to apply.
We will not direct you to a subcontractor to resolve a complaint. Responsibility for the work we undertake remains with Omni3 Limited.
How to Make a Complaint
Please contact us as soon as possible if you have a concern. Early contact gives us the best chance of resolving issues quickly and avoiding unnecessary inconvenience. You can reach us by:
- Telephone: 01798 263333
- Email: [email protected]
- Post: Omni3 Limited, 2 Masons Way, Codmore Hill, Pulborough, West Sussex, RH20 1DZ
- Website: Contact form
- In person: by prior arrangement or on site where appropriate
If you need any reasonable adjustments — for example, due to a disability or language requirement — or you would like someone to act on your behalf, please let us know. We will take particular care where a customer may be in vulnerable circumstances.
What Happens Next
- We log your complaint and create a written record of the issue, contact details, date received, and any agreed actions.
- We acknowledge your complaint within 5 working days — and in most cases within 2 working days — confirming your complaint reference, who is handling it, and when you will hear back.
- We investigate by reviewing the relevant information, which may include the quotation, contract, system design, photos, commissioning records, certificates, job notes and correspondence. Where needed, we will arrange a site visit.
- We aim to provide a substantive response within 10 working days of acknowledgement. If the matter is complex or requires further investigation, we will provide a progress update and explain any delay.
- We aim to resolve complaints within 20 working days of acknowledgement. Where we need more time — for example due to access, third-party input or parts availability — we will keep you updated at least every 10 working days.
- Where inspection or remedial work is appropriate, we will aim to arrange a convenient date to inspect and/or carry out any agreed remedial work within 28 days. Customers should normally allow Omni3 the opportunity to inspect and, where appropriate, rectify work before appointing another contractor.
- Any agreed resolution or remedial action will be confirmed in writing where appropriate. We will keep a written record of all complaints, correspondence, investigations and agreed actions.
Urgent Safety Issues
If your complaint suggests an immediate safety risk — for example a danger to life, risk of fire, electrical hazard, loss of power, or loss of heating or 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
We will confirm our decision in writing, including:
- what we found during our investigation
- whether the complaint is upheld, partially upheld, or not upheld, and why
- any apology where appropriate
- what remedial action will be taken, by whom, and by when
A complaint is closed when agreed actions have been completed and you have been informed, or when a final response has been issued and the available escalation routes have been explained.
If You Are Not Satisfied — Internal Review
If you are unhappy with our proposed resolution, you may request a management review by a Director or senior member of staff not previously involved in the complaint. We will issue the outcome of any internal review in writing.
If you remain dissatisfied after our internal review has been completed, the following independent routes may be available depending on the nature of the complaint.
Which? Trusted Traders and Alternative Dispute Resolution
Omni3 Limited is an endorsed Which? Trusted Trader. The Which? Trusted Traders scheme provides an Alternative Dispute Resolution (ADR) service for eligible complaints.
Scope: Which? Trusted Traders ADR covers general consumer complaints about Omni3's services — including customer service, business practices, and matters falling under the Which? Trusted Traders Code of Conduct. Which? Trusted Traders ADR is separate from technical complaints routes such as NICEIC and MCS. Depending on the nature of the complaint, more than one route may potentially be relevant. Which? Trusted Traders does not determine technical electrical compliance.
When it is available: Which? Trusted Traders ADR is available to eligible domestic customers where Omni3's internal complaints procedure has been exhausted and both parties agree that deadlock has been reached.
Contact: Which? Trusted Traders can advise whether a complaint is eligible for their ADR process.
- Which? Trusted Traders: 02922 670 040
Which? Trusted Traders does not determine whether electrical installation work meets technical standards — that is the role of NICEIC as described below.
NICEIC — Electrical Installation Complaints
Omni3 Limited is a NICEIC Approved Contractor. NICEIC operates certification and complaints processes for registered electrical contractors and assesses relevant technical compliance within the scope of its scheme.
Scope: NICEIC's complaints process is specifically concerned with whether electrical installation work carried out by a NICEIC-certified business meets the applicable technical standards — principally BS 7671 Wiring Regulations. NICEIC does not resolve:
- contractual disputes or payment disagreements
- refund or compensation claims
- general customer service complaints outside its technical remit
When it is available: Customers should raise any complaint with Omni3 first and give us a reasonable opportunity to investigate and, where appropriate, rectify the work. If the matter remains unresolved and falls within NICEIC's remit, you may be able to raise it with NICEIC directly.
How to contact NICEIC:
- NICEIC complaints page: www.niceic.com/about-us/complaints/
- Email: [email protected]
- NICEIC Complaint Resolution Process (December 2025 PDF): Download PDF
Please refer to the NICEIC website for current contact details and process information, as these may be updated from time to time.
MCS — Solar PV and Battery Storage Complaints
Omni3 Limited is MCS certified for the installation of Solar PV systems (MIS 3002) and Electrical Energy (Battery) Storage Systems (MIS 3012). MCS (Microgeneration Certification Scheme) is the recognised UK certification scheme and standards framework for small-scale renewable energy installations.
Where a complaint relates to an MCS-certified Solar PV or Battery Storage installation, the customer should first raise the matter directly with Omni3 Limited and allow us a reasonable opportunity to investigate and resolve it.
If the matter remains unresolved, the customer may be able to refer the complaint through the MCS complaints process, subject to the current MCS scheme rules and eligibility requirements. Typical matters that may be within MCS scope include:
- system design or performance concerns
- installation workmanship
- commissioning
- handover documentation
- incomplete or delayed work
How to contact MCS:
- MCS consumer complaints guidance: mcscertified.com/consumers/
Please refer to the current MCS complaints guidance for eligibility and escalation requirements. MCS scheme rules may be updated from time to time.
Which Organisation Should I Contact?
The right escalation route depends on the nature of your complaint. The table below is a general guide only. Some complaints may fall within the scope of more than one scheme.
| Type of complaint | Start here | If unresolved, may also be eligible for |
|---|---|---|
| General complaint or customer service concern | Omni3 Limited | Which? Trusted Traders ADR (02922 670 040) |
| Electrical installation — technical standards | Omni3 Limited | NICEIC ([email protected]) |
| Solar PV or battery storage installation | Omni3 Limited | MCS (mcscertified.com) |
Different schemes have different remits. Some complaints may potentially fall within more than one organisation's scope, depending on the nature of the issue. Raising a complaint with an external scheme does not remove your right to also pursue other routes where they apply. You are not required to choose only one route unless an official scheme rule requires this. If you are unsure which route applies to your situation, please contact us and we will help clarify what is available.
Your Statutory Rights
Nothing in this complaints procedure affects your statutory rights. You retain your rights under the Consumer Rights Act 2015, the Supply of Goods and Services Act 1982, and any other applicable legislation. If you are unsure about your rights, you can seek independent advice from Citizens Advice (citizensadvice.org.uk) or another consumer advice service.
Learning and Improvement
We record every complaint and review each one for root cause, corrective action and lessons learned. Where needed, we will improve our training, supervision, documentation or technical processes to help prevent similar issues from arising in future. Our complaint records are maintained securely in accordance with our data protection obligations.
Contact Omni3 About a Complaint
Telephone: 01798 263333
Email: [email protected]
Post: Omni3 Limited, 2 Masons Way, Codmore Hill, Pulborough, RH20 1DZ
