Complaints policy.

Complaints Policy & Procedure

At Ocean View Consultancy, we are committed to treating our customers fairly and addressing all complaints promptly and impartially. Our complaints procedure adheres to FCA Sourcebook DISP guidelines to ensure that every complaint is handled with care, diligence, and professionalism.

The Director oversees the investigation and resolution of all complaints, ensuring compliance with FCA rules. Any systemic or recurring issues identified during the process will be addressed with appropriate actions and solutions.

Investigating, Assessing, and Resolving Complaints

When we receive a complaint, we are committed to:

  • Investigating it competently, diligently, and impartially.

  • Gathering additional information as needed to make a fair assessment.

  • Determining appropriate remedial actions or redress when necessary.

  • Explaining our decision clearly and promptly to the complainant, in a way that is fair, clear, and not misleading.

  • Complying promptly with any accepted offer of remedial action or redress.

Time-Barred Complaints

Complaints that fall outside the time limits for referral to the Financial Ombudsman Service may be rejected without further consideration. If this occurs, we will provide an explanation in a final response letter to the complainant.

Forwarding Complaints

If a complaint relates to another firm, or to both our firm and another firm jointly, we will promptly forward the matter to the appropriate party. The complainant will be informed of this action and provided with the relevant contact details. Complaints forwarded to us by another party will be handled in line with this policy, with the timeline beginning from the date we receive the forwarded complaint.

Handling Complaints

A complaint involves any claim from a customer or potential customer that they have experienced financial loss, distress, or inconvenience in relation to our services. Complaints can be made:

  • Verbally (in person or over the phone).

  • In writing (via email, post, or other means).

Our team will seek to resolve the matter as quickly as possible, typically within three business days.

Complaints Resolved Within 3 Business Days

For complaints resolved within three business days, we will:

  1. Record the resolution details in the customer’s file, along with any supporting correspondence.

  2. Send the complainant a summary resolution communication that:

    • Acknowledges their complaint and confirms that it has been resolved.

    • Explains their right to refer the matter to the Financial Ombudsman Service within six months if they are dissatisfied with the resolution.

    • Includes the Ombudsman’s website address for further information.

Complaints Not Resolved Within 3 Business Days

If a complaint cannot be resolved within three business days:

  • It will be logged in our Complaints Register, and the date of receipt recorded.

  • The complainant will receive an acknowledgment in writing within five business days, along with a copy of this policy.

  • The name and job title of the person handling the complaint will be provided.

We aim to provide a comprehensive response within ten working days. If this is not possible, the complainant will receive an interim response explaining the actions taken so far and the expected timeline for resolution.

Your Feedback Matters

We strive to provide high-quality services that meet your needs. If you feel we have fallen short, we encourage you to let us know. Feedback helps us continually improve and maintain our standards of excellence.

If you are unhappy with our service, please contact a staff member or manager to discuss your concerns. We will aim to respond to straightforward issues immediately and provide an initial response to more complex matters within five working days. Our goal is to resolve all complaints promptly and efficiently, keeping you informed throughout the process.