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
If your complaint relates to a finance agreement with BMW Financial Services, please email customer.services@bmw.co.uk for BMW customers or customer.services@mini.co.uk for MINI customers.
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.
Terms & Conditions: Grevan Cars trading as Ocean is a credit broker not a lender. Finance quote is for a MINI Select agreement for the MINI Aceman E shown with a contract mileage of 32,000 miles and excess mileage charge of 10.13p per mile. Applies to a vehicle ordered between 01/10/2024 and 02/01/2025 (subject to availability) and registered by 31/03/2025. Optional final payment not payable if you opt to return the vehicle at the end of the agreement (vehicle condition, excess mileage and other charges may be payable). Quote is valid for 30 days or until the end of the campaign period whichever comes first and may be amended or withdrawn by us at any time. On the road price of the vehicle excludes any third-party services or goods purchased directly from a third-party supplier and will not be included in any finance quote from MINI Financial Services. If, in providing this quotation, we have made any assumptions which are incorrect, please let us know and we will prepare a further quotation. This is not an offer by us capable of acceptance by you and a proposal by you based on this quotation will be subject to acceptance by MINI Financial Services. All finance is subject to applicant status and is available to UK residents 18 or over. Your Retailer commonly introduces customers to a selected panel of lenders, which includes MINI Financial Services and will receive a fixed commission for introducing you to MINI Financial Services calculated by reference to the vehicle or as a percentage of the amount you borrow. They do not have any discretion to vary the interest rate or APR you pay under your finance agreement. The introduction does not amount to independent financial advice.