Complaints Code

At VoIP and SIMs (Omni Communications) we aim to get it right first time, every time. If we fall short, this easy process sets out how you can tell us—and how we’ll put things right.

1️⃣  Talk to Us First

Working hours: Monday–Friday 09:00‑17:30 (ex. bank holidays)

Billing & General

📞 Phone: 0161 507 7999

📧 Email: sales@omnicom.uk

Faults & Technical

📞 Phone: 0161 507 7999

📧 Email: support@omnicom.uk

We log every complaint and aim to resolve within 3 working days.

2️⃣  Final Response or Deadlock Letter

If we cannot resolve your issue within 10 working days, we’ll send you:

  • Final Response explaining the outcome, or
  • Deadlock Letter confirming we’ve both reached stalemate—so you can go to free Alternative Dispute Resolution (ADR) early.

3️⃣  Free, Independent ADR (After Deadlock ✉️ or 8 Weeks)

If you receive a Deadlock Letter—or 8 weeks pass without resolution—you can ask Ombudsman Services: Communications to review your case at no cost.

🌐 ombudsman-services.org/sectors/communications

📞 0330 440 1614

✉️ PO Box 730, Warrington, WA4 6WU

Their decision is binding on us if you accept it.

What to Expect After You Complain

Acknowledgement within 1 working day (case reference included).

Regular updates every 5 working days if still open.

Written final outcome (or Deadlock Letter) within 10 working days where possible.

Learning & Improvement

Every complaint is recorded and reviewed so we can update processes, pricing clarity and support guides—your feedback directly shapes a better service.

Last updated: 22 July 2025