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.

If something goes wrong with goods or services purchased through Omni Capital Retail Finance, then you may be entitled to make a claim under Section 75 of the Consumer Credit Act 1974 if the dispute is related to one of the following:

• Non receipt of goods or services or not matching the description of what was ordered.
• Misleading information provided prior to the sale.
• Retailer has gone into Administration and is no longer able to fulfil the services promised.

To be eligible to claim, the following needs to apply:

• the loan needs to be between £100 and £30,000.
• the loan needs to be regulated. If your loan is interest free and the term is 10 months or less your loan will not be regulated.  
• the goods and services are intended for personal use.

To understand if you can make a claim, please contact us on 0333 240 8317 and a member of our friendly team can talk you through the next steps.