Our Commitment to You

At Ocean Group, we are dedicated to providing exceptional customer service. However, we understand that sometimes we may not meet your expectations, and mistakes can occur. When they do, we are committed to rectifying the situation as swiftly as possible. This page outlines our complaint-handling process and demonstrates our commitment to customer service.

If You Have a Complaint

A complaint is defined as any expression of dissatisfaction, whether oral or written, and regardless of whether it is justified. Your complaint will be taken seriously, and we will make every effort to resolve the issue promptly.

To assist us in addressing your complaint as quickly as possible, please provide as much information as you can about your situation at the earliest opportunity.

You can submit your complaint through the following channels:

By Telephone: 01752 202828

By Email: info@theoceangroup.co.uk

What Happens If Your Complaint Cannot Be Resolved Immediately?

We will do our best to resolve your complaint as quickly as possible.  If your complaint relates to our credit broker activity or cannot be resolved promptly, we will

Within 5 working days: We will strive to provide a full reply. If this is not possible, we will inform you of the person handling your complaint.

By Day 28: We aim to have investigated your complaint and provided a comprehensive response by this time. If we are unable to do so, we will contact you with an update on the situation.

By Day 56: In the unlikely event that your complaint remains unresolved, we will write to you with a final response.

In some cases, we may need to contact the manufacturer for further information.  If appropriate, we may refer the complaint directly to them for information or action.

 

If You Are Still Dissatisfied

If you remain dissatisfied with our final response, you can escalate your complaint to the Financial Ombudsman Service within six months. They will conduct an independent review to determine whether your complaint should be upheld or rejected.

The Financial Ombudsman Service acts as an impartial adjudicator and is accountable to the Financial Conduct Authority. For more information, you can contact:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Tel: 0300 123 9123

We are committed to resolving your complaints in a timely and satisfactory manner, ensuring that your experience with Ocean Group remains positive.