Complaints Procedure

It is our aim to provide a very high standard of service to every customer. If you are unhappy, for any reason, with the service we provide to you, we would welcome your feedback and the opportunity to put things right. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.

This page explains how we will deal with any complaints we receive. It also tells you what you can do if your complaint is not resolved to your satisfaction.

If you have a complaint

If you have a complaint about any aspect of our service, we would like to hear from you. You can contact us using either of the following methods:

  • Email: [email protected]
  • In writing: Ocean Finance, Think Park, Mosley Road, Manchester, M17 1FQ

To help us investigate and resolve your concerns as quickly as possible, please provide the following information when you contact us:

  • your full name and address and a daytime contact telephone number;
  • full details of your complaint;
  • your account details and any policy numbers as relevant;
  • details of what you would like us to do to put things right; and
  • photocopies of any relevant paperwork.

We will try to resolve your complaint within three working days of receipt. If this is achieved we will write to you by email or letter as appropriate, to confirm that your complaint has been resolved and to explain your next steps. If we are unable to resolve your complaint within this timescale, we will acknowledge your complaint in writing within five working days and provide details of the person who will be dealing with your complaint.

We may ask you for further information to allow us to better understand your concerns. Once we have completed our investigation we will tell you our findings and, if appropriate, how we will put things right.

We’ll always do our best to fix the issue straight away. Please allow us up to eight weeks to resolve a complaint. We hope to do this much quicker and we’ll keep you updated throughout the process.

If we are unable to provide a final response within eight weeks, we will confirm this in writing and provide a timescale within which you can expect a final response. If, at this time, you are dissatisfied with the delay, you may refer your complaint to the Financial Ombudsman Service.

If you are not satisfied with our final response

The Financial Ombudsman Service

If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service, whose contact details are below. You must do this within six months of our final response.

When we send you our final response, we will direct you to the Financial Ombudsman Service's explanatory leaflet which explains their complaints process. Alternatively, you can request a hard copy from ourselves, or by using any of the following options:

  • Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  • 0800 023 4567 – calls to this number are free on mobile phones and landlines
  • 0300 123 9123 - calls are charged at the same rates as 01/02 numbers on mobile tariffs
  • +44 207 964 0500 - if calling from outside the UK

Details on how to contact us can be found here.