We are committed to providing high-quality service with transparency, fairness, and accountability. If you're dissatisfied with any aspect of our service, we encourage you to share your concerns so we can resolve them promptly and professionally.

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How to Make a Complaint

You can submit a complaint through any of the following channels:

 

Email: enquiries@oceantree.bm       Phone: +1 (441) 543 8733       Mail: Windsor Place, 1st Floor, 22 Queen Street, Hamilton, Bermuda​

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When submitting your complaint, please include:

- Your full name and contact information

- A clear description of the issue

- Any relevant documentation or reference numbers​

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What Happens Next

- Acknowledgement: We will confirm receipt of your complaint within 3 business days.

- Investigation: We will carry out a thorough review, typically within 10 to 15 business days.

- Response: You will receive a written resolution or update within 15 business days. If more time is needed, we will let you know.

- Escalation: If the matter remains unresolved, you may escalate the complaint to an appropriate independent body.

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If you're not satisfied with our response, you may escalate the matter to:

- Bermuda Ombudsman: Submit a complaint

- Judicial Complaints Protocol: View protocol

- Bermuda Monetary Authority (BMA) – For regulatory or AML/ATF-related concerns

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All complaints are treated with strict confidentiality and impartiality. We are committed to resolving issues fairly and use complaint data to strengthen our services and internal controls.