Complaints Procedure

At Omni Trading UK, we are committed to providing a reliable service connecting UK customers with our Spanish produce supplier. If you are unhappy with any part of our service, we take complaints seriously and aim to resolve them quickly and fairly.

1. Contact Us

If you have a complaint, please contact us as soon as possible with the details of the issue. This allows us to investigate and resolve the matter efficiently.

Please include:
 

• Your name and business name (if applicable)

• Contact details

• Order details or reference number

• A clear description of the issue
  
  Complaints can be sent via:
   

• Email: Support@omnitradinguk.com

• Phone: 07884 864985

2. Acknowledgement

Once we receive your complaint, we will acknowledge it within 2 working days to confirm it is being reviewed.

3. Investigation

We will review the complaint and, where necessary, speak with the supplier in Spain to gather all relevant information.

4. Response

We aim to provide a full response within 7–10 working days of receiving your complaint. If the matter requires further investigation, we will keep you updated on the progress.

5. Resolution

Where possible, we will work with both the customer and the supplier to reach a fair solution. This may include clarifying the issue, arranging communication with the supplier, or helping facilitate a resolution between both parties.

6. Further Steps

If you are not satisfied with the outcome, you may request that the complaint be reviewed again by senior management at Omni Trading UK.