Complaints

FAQs

If you are not satisfied with the good or services you have received, you should raise your concerns with the retailer. They are obliged to assist you with your concerns and may be a quicker resolution for you to speak to them directly. If your agreement is regulated under the Consumer Credit Act then Omni Capital Retail Finance are jointly liable for the goods and services you have bought and you have the right to make a claim under Section 75 of the Consumer Credit Act. In the event you are not satisfied with the standards of the goods, if you don't receive the goods you have purchased or if the company you purchased the services from has gone into administration, there are several obligations we have under the Act, which include the right to provide you with a suitable alternative in the event the original goods or services are no longer available to you.

If you are not satisfied with the level of service you have received from Omni, then we would like to hear from you. We pride ourselves on providing excellent customer services and support and it is always disappointing when we have failed to deliver on our clients' expectations. We would welcome the opportunity to address your concerns. Our team will take details of your complaint and it will be escalated to our dedicated Complaints Team. As we are authorised and regulated by the Financial Conduct Authority we have 8 weeks to investigate your complaint and come back to you with our final response. Please call us on 0203 818 5248 or email complaints@ocrf.co.uk you can also complete the form on the Complaints page of the website and we will contact you with details of our complaints procedure and contact information whilst we investigate your complaint.

Please be assured that if you have an open complaint with us, we will do our best to resolve it as soon as possible. We will give you updates as soon as we have them available.
Under current FCA guidelines, we are required to respond to your complaint within eight weeks, although we aim to resolve any complaints much sooner than this.

While a complaint is open on your account, you are still liable to maintain payments. Any missed payments will impact your credit file. In the event that a refund is necessary as part of the resolution of your complaint, then these funds will be refunded to you. To help us assist with setting up a payment plan to remove these arrears please call us on 0333 240 8317.

How to make a complaint

If you are unhappy with a product we have financed we recommend you first contact the retailer who sold you the product - this is often the quickest way for your complaint to be resolved. Please let us know if you have made a complaint to the retailer. If you are unhappy with the level of service we have provided or anything we have done, you can let us know in the following ways:

A) Fill out the form below

B) Call: 0203 818 5248 between Monday - Friday 09:00 – 17:00

C) Email: complaints@ocrf.co.uk

D) By Post: Complaints, Omni Capital Retail Finance Ltd, Customer Services, PO Box 6990, Basingstoke, Hampshire, RG24 4HX

(max 1,000 characters) If you need more space, or wish to send us any documents to support your complaint you need to send these either by e-mail to complaints@ocrf.co.uk or by post to: Complaints, Omni Capital Retail Finance Ltd, Customer Services, PO Box 6990, Basingstoke, Hampshire, RG24 4HX, ensuring you include your full name, address and account number.

What we will do and when

When we receive a complaint, we will aim to resolve your concerns as quickly as possible, usually within three days. Where this is not possible, we will acknowledge your complaint in writing within five working days of receipt. Your complaint will be passed to an independent member of staff for a full and impartial review. Unless you ask us otherwise, they will call you to discuss their findings. You will be kept updated as to our progress whilst we continue to investigate your complaint. In the unlikely event we have been unable to complete our investigation within eight weeks of receiving your complaint, we will write to advise you of this, detail when we expect to be able to respond in full and also of your right to refer your complaint to the Financial Ombudsman Service*. * Please note the Financial Ombudsman Service will not be able to consider your complaint if your account is based on an 'exempt agreement'.

Our final response

Once we have made a decision on your complaint, we will send you a letter setting out, in a clear and intelligible format, what is known as our final response. Our final response will contain details of what we found after investigating your complaint, what we plan to do in response to your complaint and how we came to our decision. Should you have any questions regarding the content of our final response please contact us in the first instance on 0203 818 5248 with your complaint reference number to hand. Once we have issued our final response, we will inform you if you have the right to refer your complaint to the Financial Ombudsman Service*, if you remain dissatisfied.

If you're not satisfied with how we dealt with your complaint

If you remain unhappy with the outcome of our final response, you may be able to refer your complaint to the Financial Ombudsman Service, an independent body set up by law to provide a free service for resolving consumer complaints. We will inform you if your complaint can be referred to the Financial Ombudsman Service, as well as any time limits for doing so.

Contacting the Financial Ombudsman Service:

Omni Capital Retail Finance Ltd is a subscriber to the Finance and Leasing Association's Lending Code. The Code sets out best practice in consumer lending and we will provide copies to you on request. For further information, as well as to view the code, please see the Finance and Leasing Association's website: www.lendingcode.org.uk. The Finance and Leasing Association operate a conciliation scheme, if you wish to make a complaint to them you may phone them on 020 7836 6511 or alternatively via their website.

You are also able to raise a dispute via the European Online Dispute Resolution platform to register a complaint with us.

Complaints Publication Report

The most recent complaints data reported to the FCA (Financial Conduct Authority) is available in our Complaints Publication Report.

You can download our complaints brochure here .