We strive to provide an unrivalled, outstanding, simple and first class standard of service to those seeking financial help. Our customers are at the heart of everything we do and we pride ourselves on providing the highest level of service, but we understand that sometimes this level of service could slip. So if there is something that you are not happy with then let us know.
Our complaints procedure is as follows:
Please send us your details, a description of your complaint and how you think we can resolve it, and any other relevant information.
In writing to:
The Compliance Manager
Ocean Capital Credit Limited
Unit 9 Lawnhurst Trading Estate
By Email – email@example.com
Our Complaints Procedure
We will acknowledge your complaint promptly and our compliance team will do our best to resolve your complaint as quickly as possible.
The complexity of the complaint will contribute to the duration of time taken to carry out a full investigation to resolve your issue. We will send you our final response no later than 14 working days from when you first complained.
If you’re unhappy with the progress of your complaint or not happy with our final response, at this point, you can refer it to the Financial Ombudsman Service.
The Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.
To submit a complaint to FOS, please contact the Financial Ombudsman Service, Exchange Square, London, E14 9SR. Telephone: 0800 023 4 567 (calls to this number are now free on mobile phones and landlines) and 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers). Email:firstname.lastname@example.org. Website: www.financial-ombudsman.org.uk
Financial Ombudsman Service, Exchange Tower, London, E14 9SR, Telephone 0845 080 1800. We will provide you with a copy of the Financial Ombudsman Service leaflet; ‘your complaint and the ombudsman’. For more information please refer to www.financial-ombudsman.org.uk
European Online Dispute Resolution Platform
In relation to your complaint you can also request a review from the European Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/
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