Complaints.

How to make a complaint

You can raise a complaint by email, by post, or by telephone using the details below. To help us look into it quickly, please tell us:

• Your name and the best way to contact you.
• What happened, and when.
• The names of anyone you dealt with, if you have them.
• What you would like us to do to put things right.

What happens next

1. We will acknowledge your complaint promptly, normally within five working days, and let you know who is handling it.
2. We will look into it fairly and, where we need more information, we will come back to you.
3. We aim to send you a full written response, with our findings and any action we will take, as soon as we can. Where a complaint is straightforward we expect to respond within four weeks; more complex matters may take longer, and if we cannot resolve it within eight weeks we will write to explain why and tell you when you can expect a full response.

These timescales are our own service standard. Where a regulated complaints process or redress scheme applies to your matter, its timescales take precedence and we will tell you what they are.

Complaints about your data

If your complaint is about how we have handled your personal data, please contact us at info@omniacapitalgroup.com so we can look into it. Where your complaint concerns a request to exercise your data protection rights, such as access or erasure, we will respond within one month as required by UK GDPR, and will tell you if we need to extend that period. This is separate from the service standard above.

You can complain to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection, at any time. We would welcome the chance to resolve your concern first, but you do not have to wait for our response before contacting them.

If you are still not satisfied

If you are not satisfied with our final response, please tell us and we will review the matter again. Where an independent redress or ombudsman scheme covers your matter, we will tell you how to refer it. Other escalation routes may also be available depending on the market involved, and we will point you to them where they apply.