At Omnixi, we work hard to deliver excellent service. But if something goes wrong, we want to know about it so we can put it right. This page explains how to make a complaint, what to expect, and how to escalate if you're not satisfied with our response.
As a provider of telecommunications services, we are committed to handling complaints in line with Ofcom's approved code of practice.
How to Make a Complaint
You can raise a complaint in the following ways:
- By email: complaints@omnixi.com
- By phone: 020 3823 7365
- By post: Complaints Team, Signal Solutions Ltd, Arlots Farm Barns, Elvetham Lane, Hartley Wintney, Hampshire RG27 8AJ
- Via the platform: Existing customers can raise a complaint through the Omnixi portal
When you contact us, please include your name, company name, account number (if applicable), a description of the issue, and what outcome you're looking for. The more detail you can provide, the quicker we can investigate.
What Happens Next
Acknowledgement
We will acknowledge your complaint within two working days of receiving it, confirming who is handling your case and providing a reference number.
Investigation
We will investigate your complaint thoroughly and fairly. During the investigation, we may contact you for additional information. We aim to keep you updated on progress regularly.
Resolution
We aim to resolve complaints within 10 working days. If the issue is more complex and requires additional time, we will let you know and provide a revised timeline.
Final Response
Once our investigation is complete, we will send you a written response (our "final response") setting out the outcome, our findings, and any remedial action or compensation we are offering.
If You're Not Satisfied
If you are not satisfied with our final response, or if eight weeks have passed since you first raised your complaint and it remains unresolved, you have the right to escalate your complaint to an independent Alternative Dispute Resolution (ADR) scheme.
Omnixi (Signal Solutions Ltd) is a member of the following approved ADR scheme:
Ombudsman Services: Communications
- Website: ombudsman-services.org
- Phone: 0330 440 1614
- Email: enquiries@ombudsman-services.org
- Post: Ombudsman Services, 3300 Daresbury Park, Warrington, WA4 4HS
The ombudsman service is free to use and will make an independent decision about your complaint. We are bound by the ombudsman's decision if you choose to accept it.
Our Commitment
We take every complaint seriously and use feedback to improve our services. Key commitments:
- We will treat you fairly and with respect throughout the process
- We will investigate complaints impartially and thoroughly
- We will keep you informed of progress
- We will act on the outcome and make changes where needed to prevent the same issue from recurring
Contact Us
If you have questions about our complaints process, contact us at complaints@omnixi.com.
Omnixi is a trading name of Signal Solutions Ltd. Registered in England & Wales. Company No. 12478841. Registered Office: Arlots Farm Barns, Elvetham Lane, Hartley Wintney, Hampshire RG27 8AJ.