Complaints

At Omnia Capital Group ("Omnia," "we," "us," or "our"), we are committed to providing exceptional service to our clients, partners, and website users. We value your feedback and take complaints seriously. This Complaints Policy outlines how you can raise a complaint and the process we follow to resolve it fairly, promptly, and transparently.  

1. Who We Are

Omnia Capital Group is a company registered in England and Wales with the following details:  

Omnia Capital GroupRegistered Office: 125 Deansgate, Manchester M3 2BY, United KingdomCompany Number: [Insert Company Number]Email: info@omniacapitalgroup.comPhone: 0330 122 5848  

2. What This Policy Covers

This Complaints Policy applies to complaints about:  

Our services, including property promotions, investment opportunities, or customer interactions.  

Our website ([insert website URL, e.g., www.omniacapitalgroup.com] (http://www.omniacapitalgroup.com])), including functionality, content, or user experience.  

Our marketing activities, such as emails, advertisements, or press releases.  

Any other aspect of your dealings with Omnia Capital Group.

This policy does not cover complaints about third-party services or products (e.g., those provided by business partners or advertisers). In such cases, we will direct you to the appropriate party where possible.  

3. How to Make a Complaint

We aim to make it easy for you to raise a complaint. You can contact us using any of the following methods:  

Email: info@omniacapitalgroup.com  

Phone: 0330 122 5848 (available Monday to Friday, 9:00 AM to 5:00 PM)  

Post: Omnia Capital Group, 125 Deansgate, Manchester M3 2BY, United Kingdom

When submitting your complaint, please provide:  

Your full name and contact details (email and/or phone number).  

A clear description of your complaint, including relevant dates, interactions, or details.  

Any supporting documents or evidence (e.g., emails, screenshots).  

Your preferred outcome or resolution.

Providing complete information helps us investigate your complaint efficiently.  

4. Our Complaints Handling Process

We aim to resolve complaints promptly and fairly. Our process is as follows:  

Step 1: Acknowledgment

We will acknowledge receipt of your complaint within 3 working days.  

You will receive confirmation via email or phone, including a reference number and the name of the team member handling your complaint.

Step 2: Investigation

We will investigate your complaint thoroughly, which may involve reviewing records, contacting relevant staff, or requesting additional information from you.  

We aim to provide a full response within 10 working days from acknowledgment. If the investigation requires more time, we will inform you of the expected timeline and keep you updated.

Step 3: Resolution

We will provide a written response (via email or post) detailing our findings, any actions taken, and, where appropriate, a proposed resolution.  

Possible resolutions may include an apology, corrective action, clarification, or other remedies depending on the nature of the complaint.

Step 4: Escalation (If Necessary)

If you are not satisfied with our response, you can request escalation to a senior manager. Please contact us within 14 days of receiving our response, quoting your reference number.  

The senior manager will review your complaint and provide a final response within 10 working days of escalation, or notify you if more time is needed.

5. Our Commitment to Fairness

Confidentiality: We treat all complaints confidentially, sharing information only with those involved in the investigation or resolution process.  

Non-Discrimination: We handle complaints impartially and will not treat you less favorably for raising a complaint.  

Continuous Improvement: We use feedback from complaints to improve our services, website, and customer experience.

6. Accessibility

We are committed to ensuring our complaints process is accessible to all. If you require assistance, such as support in submitting a complaint due to a disability or language barrier, please let us know, and we will make reasonable adjustments (e.g., providing information in alternative formats or arranging a phone call).  

7. Record Keeping

We maintain records of all complaints, including details of the complaint, our investigation, and the outcome, for a minimum of 3 years from the date of resolution. These records are used for internal review and compliance purposes and are handled in accordance with our Privacy Policy.  

8. Changes to This Policy

We may update this Complaints Policy to reflect changes in our processes or legal requirements. The “Last Updated” date at the top indicates when the policy was last revised. Significant changes will be communicated via our website or, where appropriate, by direct notification.  

9. Contact Us

If you have a complaint or questions about this Complaints Policy, please contact us:  

Omnia Capital Group
Address: 125 Deansgate, Manchester M3 2BY, United Kingdom
Email: info@omniacapitalgroup.com
Phone: 0330 122 5848  

We are here to assist you and resolve your concerns as quickly as possible.