1. Our partner Omni Capital Retail Finance offers an interest free finance repayment plan – 0% APR Representative to Plumbs customers, subject to age and status.
2. If approved, customers will be able to spread the remaining balance of their order by six or twelve monthly instalments.
3. To be eligible for interest free credit there is a £750.00 minimum loan amount for 6 months and £950.00 for twelve months.
4. The deposit (1/3 of the order value) must be paid to Plumbs and is not included within the repayment plan.
5. Credit is subject to status, UK residents, age restrictions apply.
Applying for interest free credit
6. To apply for interest free credit, contact your home consultant or our customer services department on 01772 838 363. We can talk you through our interest free payment plan and can send you a link to apply online through Omni Capital Retail Finance.
7. You can apply for finance once you have received your quote from our local home consultant.
8. You will need to have your loan approved by Omni Capital Retail Finance before you pay your deposit and your order is placed.
9. For questions about your loan application, contact Omni Capital Retail Finance at customerenquiries@orf.co.uk or call them on 0333 240 8317 Monday to Friday 8am – 8pm and Saturday 9am – 6pm.
10. Acceptance of credit is subject to credit status.
Finance calculator and eligibility check
11. Use the finance calculator and eligibility checker to see the cost of a loan and how much it will be each month. You can check if you’ll be eligible for finance through Omni Capital and your credit score won’t be affected.
How to contact Omni Capital Retail Finance
12. Call Omni Capital on 0333 240 8317. Lines are open Monday to Friday 8am – 8pm and Saturday 9am – 6pm or email customerenquiries@ocrf.co.uk
Loan balance
13. If you have a loan with Omni Capital, you can find out your loan balance using their automated valuation service. Call 0333 240 8317
Disclaimer
14. Plumbs Ltd is registered in England and Wales No 01113238. We are a credit broker and not a lender. We offer credit products from Omni Capital Retail Finance Ltd. Plumbs Ltd is authorised and regulated by the Financial Conduct Authority FRN 931265. Credit subject to age and status. Any late or missed repayment may have serious consequences and your credit rating may be affected which could make it more difficult to obtain credit in the future. Plumbs Ltd offers unregulated products. The interest free plans which are repayable within 12 months and in no more than 12 instalments are not regulated by the Financial Conduct Authority. Unregulated plans are not covered by the Financial Ombudsman Service.
15. Omni Capital Retail Finance Ltd finance options are subject to individual status and terms and conditions apply. Finance is provided by Omni Capital Retail Finance Ltd which is a credit provider/lender. Plumbs Ltd does not receive payment for introducing customers to lenders. All named here are authorised and regulated by the Financial Conduct Authority. Omni Capital Retail Finance Ltd is registered in England and Wales 7232938. Registered address: 10 Norwich Street, London, EC4A 1BD. Authorised and regulated by the Financial Conduct Authority, Firm Reference Number: 720279.
Complaints Procedure
16. If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right. We do everything we can to make sure our customers get the best products and service possible, however, sometimes we understand that we may not get things right. If this happens, please let us know.
We want to:
● Make it easy for you to tell us what went wrong;
● Give your complaint the attention it deserves;
● Resolve your complaint without delay; and
● Provide you with the right outcome to your complaint
How and where to complain
If you are not satisfied with any aspect of our service or products you can tell us in the following ways:
In person – Call into our office: Plumbs Ltd, Brookhouse Mill, Old Lancaster Lane, Preston, PR1 ZPZ. We are open Monday to Thursday 8am-5pm and Friday 8am-1.15pm
In writing – Write to us at the following address and address your letter to Head of Customer Service, Plumbs Ltd, Brookhouse Mill, Old Lancaster Lane, Preston, PR1 7PZ
By telephone – Call us on 01772 838363 during our office hours and ask for the Customer Services Department.
By email – contactus@plumbs.co.uk
How long will it take
We always aim to resolve complaints in a timely manner and to the satisfaction of all concerned. We endeavour to resolve complaints quickly, through thorough investigation.
Please see timeframes below:
● If we are able to resolve a complaint within 3 business days, we will issue the complainant with a summary resolution letter detailing our resolution and advising the customer of their right to refer the complaint to the Financial Ombudsman Service.
● For every complaint received that cannot be resolved within 3 business days, we will issue the complainant with an acknowledgement letter within 5 business days, along with a copy of our complaint’s procedure.
● We will advise the complainant on each communication when they can expect to hear from us next
● If after 4 weeks we are still not in a position to resolve a complaint, we will issue the complainant with a ‘4 week holding letter’ advising why we are not yet in a position to resolve the complaint.
● We will endeavour to resolve complaints in a timely manner and within 8 weeks as a maximum.
● If we cannot resolve a complaint within 8 weeks then we will remind complainants of their right to refer their complaint to the Financial Ombudsman Service (see final response letter templates).
● All complaints received and resolved will be recorded so we are able to identify trends and make the necessary business changes to improve the services to our customers and prevent repeat occurrences.
● If a 3rd party is solely responsible for the complaint or the reasons for the complaint, we will refer the complaint to them within 5 business days and write to the customer to make them aware of this.
● If a 3rd party is jointly responsible for the complaint with us, we will refer the complaint to them within 5 business days, write to the customer to make them aware of this, and then investigate and handle the complaint points relating to us as per our normal process.
If we cannot resolve your complaint
If we are unable to resolve your complaint within 8 weeks, we will send you a letter explaining our reasons for the delay and an indication of when we expect to provide our final response.
The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However, if after receiving our final response letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.
Financial Ombudsman Service
If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.
The Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk