Finance Information

Our finance provider – Omni Capital Retail Finance

You’re in safe hands with our finance provider, Omni Capital Retail Finance. Omni was founded in 2009, is part of Castle Trust Group, and is one of the UK’s leading finance specialists. It is authorised and regulated by the Financial Conduct Authority (reference number 720279).

It’s important to remember that you should only enter into a finance agreement if you are sure you can afford the repayments for the full term of the loan. Whichever finance option you choose to apply for, you need to be sure that you can afford to pay the deposit, and keep up with your monthly repayments. You should think about any changes to your situation that might occur during the term of the loan, which could affect your income or expenditure, for example – retirement, moving home, changing jobs, or any health issues.

Lender Arrangements

All of Omni’s lenders hold the required authorisation and permissions to provide you with credit. They need to meet high responsible lending standards, so you can rest assured that your application will be considered fairly and responsibly.

Whichever lender Omni introduces you to, Omni may receive a commission from them (either a fixed fee or a fixed percentage of the amount you borrow). The lenders Omni works with pay commission at different rates, but the commission received does not influence the interest rate you pay. You will be offered the best rate available from Omni’s partner lenders, based on the lenders’ decision policies. You have the right to know the amount of commission paid in relation to your application – if you’d like this, you can ask Omni’s customer support team through the Omni Customer Self Service Portal, by emailing them on customerenquiries@ocrf.co.uk or by phone on 0333 240 8317.

FAQ’s

Finance Decision

Applying for a loan: Am I eligible to apply for finance?

You are may be eligible to apply for finance if you:

• Are at least 18 years old.
• Have a gross annual income each year of more than £5,000.
• Are a permanent UK resident and have lived in the UK for at least 3 years.
• Have a UK bank account capable of accepting Direct Debits.
• Are not currently bankrupt, subject to an Individual Voluntary Agreement (IVA), or have any country Court Judgements (CCJs).
• Provide an email address so your documentation can be emailed to you.

Will a credit search be registered against me if I apply?

Omni will perform a ‘soft’ credit search on your credit file as part of their assessment, to determine whether the loan is affordable for you and if you are likely to make your repayments on time.

It’s important to know that an application for credit will only result in a ‘soft’ search on your credit file until the point your application for finance is complete, at which point a ‘hard’ credit check will be recorded on your credit file. Only you can see that a ‘soft’ search has been made on your credit file, but a ‘hard’ credit check will be visible to others viewing your credit file, for example, if you apply for credit in the future, the lender will see that an application credit search was made on your credit file.

What happens after I have submitted my application?

Your application will be assessed based on eligibility, credit history and affordability and Omni will let you know the outcome in just a few seconds.

Your application may be referred to a lender for manual assessment and you may receive a request for additional information to support your application.

What happens if my application is accepted?

Once your application is accepted you will be prompted to review and sign your credit documentation. This documentation will detail all the important information about your loan and should be read carefully.

What happens if my application is referred to an Underwriter?

You will receive a response from the Underwriter within 20 minutes of the application being referred during normal working hours. This can either be an accept, decline or a request for more information.

If more information is requested, you will receive an email detailing the information required. If you have any questions, you can contact the Underwriting Team at underwriting@ocrf.co.uk.

Will I be accepted for finance?

Your application will be assessed based on eligibility, credit history and affordability and Omni will let you know the outcome in just a few seconds. Your lender will perform a ‘soft’ credit search on your credit file as part of their assessment, to determine whether the loan is affordable for you and if you are likely to make your repayments on time.

It’s important to know that if your application is accepted, a ‘hard’ credit check may be made on your credit file. Only you can see that a ‘soft’ search has been made on your credit file, but a ‘hard’ credit check will be visible to others viewing your credit file, for example, if you apply for credit in the future, the lender will see that an application credit search was made on your credit file.

In a few cases, your application may be referred to a lender for manual assessment and you’ll be notified by email of the credit decision within 24 hours.

What do I do if I have been declined?

If your application was declined, Omni may be unable to give you specific reasons why. Omni use information from your credit report, alongside your income and expenditure data to make a lending decision. You will receive an email which will provide further details of the Credit Reference Agencies and contact information for any queries you may have.

You can also contact the Credit Reference Agencies if you think there is a mistake on your credit report:

Experian

Equifax

TransUnion

Your Loan Agreement

Before signing your credit agreement, you will be given some important documents that include key information about your loan. It is important that you read these documents and understand the information and key terms. If you have any questions about the information in your credit agreement before you sign it, Omni’s customer support team can help – you can contact them through the Omni Customer Self Service Portal, by emailing them on customerenquiries@ocrf.co.uk or by phone on 0333 240 8317.

Managing my loan: When do my monthly repayments start?

After your goods or services have been provided your loan will be activated. Your first Direct Debit payment will be taken approximately 30 days after you receive your welcome email from Omni. This will show on your statement as a payment to Omni.

You can request to change your monthly payment date after the first payment has been made by contacting Omni and speaking to their customer services team on 0333 240 8317. You will also be registered for their Customer Self Service portal, where you will be able to change the payment date yourself.

How can I contact the lender to discuss my loan?

For any questions about your loan, such as your Direct Debit or updating your personal details, please contact your lender. Their contact details will be provided throughout your application and on any communications you receive about your finance application as well as below.

There are three ways to contact Omni:

• Through the Customer Self Service Portal.
• By email at customerenquiries@ocrf.co.uk
• By telephone on 0333 240 8317.

I’m having problems paying my deposit online

Please contact Omni customer support through the Omni Customer Self Service Portal, by emailing them on customerenquiries@ocrf.co.uk or by phone on 0333 240 8317.

Are there any fees for repaying my loan early?

There may be a fee for early repayment depending on the type of loan. Your Credit Agreement will detail the applicable fees for your product.

Can I cancel my finance agreement?

You have 14 days to cancel your credit agreement, please note that to cancel your goods and services you will need to speak to us directly. Cancelling your finance agreement with Omni without cancelling the goods and services will mean payment for the goods and services will still be required.

If I need to make a complaint, who do I contact?

If you are unhappy with the level of service Omni have provided or anything Omni have done, you can let them know in the following ways:

• By telephone on 0333 240 8317.
• Email: complaints@ocrf.co.uk.
• By Post: Complaints, Omni Capital Retail Finance Ltd, Customer Services, PO Box 6990, Basingstoke, Hampshire, RG24 4HX.

When will I receive a copy of my loan agreement?

You will be presented with an unsigned copy of your credit agreement for you to sign once your lender has made their decision. Once you have signed your credit agreement, your lender will also sign it and a copy will be available for you to download. These will also be emailed securely to your given email address.

If you need a copy of your agreement at any point after this, you can request this from your lender.

The terms of your loan agreement will set out your right to withdraw. You may be able to withdraw from your loan agreement within 14 days. However, if you do so, you will still be responsible to pay for your goods by another payment method.

Payments and Order

How do I make my monthly payments?

Your lender will help you set up convenient, pre-authorised payments via your bank account or your credit/debit card.

I want to amend my order.

If you have been approved for finance, the amount or term cannot be amended. You will need to contact us (your retailer) to amend the goods or services you ordered and you may need to complete a new application for finance. Please note we cannot guarantee a new credit application will be approved.

I haven’t received my goods or service.

Please contact us at info@harrietellis.com and we will help you.

I want to change my Direct Debit details.

Changing your payment date can only be done once the first payment has been taken. Please contact your lender to talk to them about updating your Direct Debit details.

Are there any fees or charges to pay?

There is no fee for processing your application, and Omni does not charge you for its credit broking services.

Fees will be payable to your lender if you fail to maintain your repayments. Fees and charges may include late payment fees and administration/letter fees if you are issued an arrears or default notice. Full details of all fees and charges will be set out in the terms of your credit agreement.

There may be a fee for early repayment depending on the type of loan. Your Credit Agreement will detail the applicable fees for your product.

Cancellations and Returns

I want to return my goods and cancel my finance agreement.

Please see our Cancellation Policy https://harrietellis.com/terms-conditions/. Some products cannot be cancelled, for example, made-to-order or bespoke goods, so you should check this before you complete your purchase.

Where you do have the right to cancel, you must do this within 14 days of entering into the finance agreement.

To cancel your finance agreement, please contact us (your retailer) and arrange to return your purchase or cancel the services. Once we have confirmed cancellation, we will advise your lender to cancel your finance agreement and refund any payments that have been made. If you made your purchase in-store, we will refund any deposit payment that you made. Your finance agreement can only be cancelled by your lender if your purchase is cancelled with us.

Your Personal or Financial Circumstances

It’s a fact of life that things can change for any of us. If something changes in your personal, or financial circumstances, Omni will do all they can to help make it as easy as possible to submit your application and manage your loan repayments.

If you’re struggling at any point with your application online, or you don’t understand anything, please contact Omni’s customer support team through the Omni Customer Self Service Portal, by emailing them on customerenquiries@ocrf.co.uk or by phone on 0333 240 8317.

If you find yourself struggling due to a change in your circumstances, please contact your lender and ask for their help.

Information about how Omni can support you if you miss a repayment can be found on their website: omnicapitalretailfinance.co.uk/money-worries/

Use of Your Personal Data

To process your application, you will be asked to provide information about your personal, employment and financial situation. Omni Capital Retail Finance Limited will use your data to determine your finance offer. They will also perform a search with one or more Credit Reference Agencies to conduct checks for creditworthiness and any affordability assessments to help them make their decision.

You can find out more about how Omni Capital Retail Finance Limited uses and protect your personal data at omnicapitalretailfinance.co.uk/privacy-policy/. Omni Capital Retail Finance Limited will provide you with a copy of their Privacy Policy with your loan documents.

Still have questions?

If you still have questions about your finance application or need some help completing it, check out Omni’s FAQs here.

For any questions related to finance, please contact your lender. Their contact details will be provided throughout your application and on any communications you receive about your finance application.