We'd rather hear it from you
Something not right?
We'd rather hear it from you than read it on Trustpilot. If a survey, an install, a follow-up call or a piece of paperwork isn't what you expected, tell us what happened. Every message is read by a real person, and you'll get a reply within one working day.
Most issues sort on a single phone call. Complicated ones get the time they need. Either way, you'll know who's handling it and when to expect the next update.
Three ways to get in touch
Pick whichever is easiest.
- By email
- info@omega-solutions.uk
Read by the founder, every working day. - By phone
- 0800 229 4094
Freephone, 24/7. - By post
- OMEGA Energy Solutions
Colchester, Essex
(full address on the contact page)
How we handle it
Three steps. Timelines you can hold us to.
01 · Day 0
You tell us what happened.
Email, phone, or the contact form — whichever is easiest. The more detail, the faster we can fix it. Photos are welcome but never required.
02 · Within 1 working day
A real person reads it and replies.
Not a ticket number. Not an auto-reply. Someone reads the message, picks up the relevant paperwork, and writes back with what we know so far and what we’re going to do next.
03 · Most cases inside 7 working days
We resolve it, or we tell you why we can’t.
Most issues sort on a single phone call. If a site visit, supplier conversation or insurer claim is needed, we book it and tell you the timeline. If we get it wrong, we write to you in plain English explaining why — and what your next options are, including the ombudsman route.
If we can't resolve it
The formal route is open to you.
We're accredited by TrustMark, MCS, PAS 2030 and PAS 2035. Each of those schemes has an independent complaints route that sits above us. If our reply doesn't resolve the issue, you can escalate to the relevant scheme's dispute body, the Renewable Energy Consumer Code (RECC), or the Energy Ombudsman where applicable. We'll point you to the right one in our reply and we'll cooperate fully with whichever route you choose.
Not a complaint — just a question?
If you'd rather book a survey, ask about a grant, or get a price on a specific job, the right places are below.
The plan is yours to keep. Take it to two other installers if you like.