If you feel that our service has fallen below your expectations please follow this procedure.
Complaints procedure
At Ocean we strive to provide the very best levels of service and professionalism to all our customers, however, if you feel that our service has fallen below your expectations, please follow the procedure below to officially register your complaint with us.
In the event of a dispute or complaint please let the person handling the matter know, they will report your complaint to the relevant office’s Manager. We hope that any difficulty can be resolved by the Manager.
Our Managers are very experienced and committed to providing excellent service at each stage of the selling process. They will investigate your complaint within 2 working days and respond as soon as possible. If you are not satisfied with the response then you may request that the matter be escalated by writing to the Director responsible for the office. Contact details are available on request.
The Director will acknowledge receipt of the request for further investigation. This will be conducted with the upmost urgency and findings reported within 14 days.
If the issue is still not resolved, as a final course of action it can be referred to the Managing Director. A final investigation into the complaint, subsequent investigations, and findings will be independently conducted and findings provided within 21 days.
Please note the above is the recommended complaints handling procedure by the Property Ombudsman.
The Property Ombudsman
Following the Managing Directors' investigation, a written statement expressing Ocean’s final view will be sent to you. This will include any offer made. This letter will confirm that you are entitled, if dissatisfied, to refer the matter to The Property Ombudsman within 12 months for a review.
The Property Ombudsman Contact Details:
Milford House,
43 - 55 Milford Street, Salisbury, Wiltshire,
SP1 2BP
Telephone: 01722 333306