Every review we hold for the Bishopston office, from every platform, shown as written. First names only.
★★★★★ 5/5
TrustpilotMarilina Pucarelli was extremely…
Marilina Pucarelli was extremely helpful and replied to all of my emails.Selling my house in the UK while living in Australia was a stressful situation to be in- I also had multiple complications with the sale of my house (from the buyers side) meaning that completion was pushed back more than once and the process was extremely stressful. However, Marilina did everything she could to keep me posted and find out what was going on on the buyers end and reassured me and guided me through until completion.
Jeri · 16 August 2019
Agent replied · 20 September 2023
Hi Jeri, thank you so much for taking the time to post a review of our Westbury-on-Trym lawyers team, Marilina will be very pleased. It's great to know we were able to help reduce the stress levels a little, it's what we always hope to always do.All the best, Ocean.
★★★★★ 1/5
TrustpilotWhere do I start
Where do I start. Absolute shambles from start to finish. I was advised to use ocean solicitors as I was going through their agents as it was their ‘smooth move’ deal/process. There was nothing smooth about it! Their solicitors are in the same office as the agents and they do not talk to each other! If I didn’t work in the building trade they would have completely screwed me over as they mis-sold me the property! It was sold as a 1 bed when in fact it was a studio!! For someone who was a first time buyer, everything ready to go buying from someone who didn’t live at the property and no chain, it took 6 months to legally complete. They then missold my friend who pulled out just before she paid her solicitors fees. I would never recommend to anyone. There are a lot more issues including them owing me £30 they agreed by email to pay but I have had enough of fighting and don’t want to deal with them anymore. They also said it was professionally cleaned- that’s why I spent 2 days cleaning when I moved in then. Stay as far away from ocean as possible! I will never use ocean agents or solicitors again and will advise anyone I know to stay clear!
Annon · 12 August 2019
Agent replied · 20 September 2023
Your comments are very unlike our usual feedback as can be seen from the many positive reviews we receive, and in particular from first time buyers. It is very disappointing for all at Ocean. Please be assured all relevant Directors have been alerted to your comments and are reviewing your case. We will of course be in contact directly as soon as possible following a complete investigation.Assuring you of our best intentions at all times, Ocean.Following case review:Thank you for your review. We are deeply disappointed to note your comments regarding the service you received from both Ocean Property Lawyers and Ocean Estate Agents as we endeavour at all times to give the best level of service we can. We apologise if you felt that this was unsatisfactory. We have reviewed your file and note that the length of your transaction took 14 weeks from the date of receiving the contract pack from the seller’s solicitors to the exchange of contracts, which is quite usual for a Leasehold transaction, especially considering the issue regarding the lack of consent from the Management Company for works carried out by a previous owner. We wholly appreciate that it was frustrating for you, due to the property being Leasehold, there were delays with the seller’s solicitors obtaining replies to enquiries from the Management Company including the consent for the works above. However, having reviewed your file, we can assure you that all correspondence once received from your seller’s solicitors was continuously dealt with urgently as we were aware of your position and request to move forward as quickly as possible. I am afraid that we are unable to control or comment on the timescales of third parties or the refusal of the seller to let you move in under License as requested prior to exchange of contracts, we do of course appreciate that this was frustrating for you. We are unfortunately unable to comment on your friend’s purchase, please do kindly assure your friend that should they feel dissatisfied and would like to contact us separately, we will be more than happy to pass this onto the relevant person to look into and address accordingly. Turning to your points with Ocean Estate Agents, the Sales Manager has addressed as follows for you:I am sorry to read your review and that you feel you were miss-sold. I must disagree, the previous vendors bought the property as a 1 bedroom flat and we advertised it and sold it accordingly. The square footage of the property has not changed and we also went further to reassure you by organising a structural engineers report in order to confirm the wall erected has not and will not affect the existing building. We also arranged this to ensure that it was compliant with the Management Company’s regulations and demands which enabled them to issue the consent for the alterations accordingly. The vendor also rectified the electrical issue and changed the consumer unit following your electrical test. From our perspective, I can assure you that in addition to the above, we did try our best to get this through as quickly as possible and to have any of your concerns resolved so that we could move forwards. With regard to the money which you paid on the meter for the electricity to be tested, we do agree to reimburse you for this but we unfortunately haven’t received any further correspondence on this matter. If you can provide bank details, we will organise the reimbursement.Finally, the property was professionally cleaned at the end of the tenancy in December 2018 and there is a written receipt for £230 from Gems Cleaning Company which can be provided. We did not advise it was going to be cleaned again during the sale process. Please let me know if you wish to have a copy of the cleaning receipt.We again sincerely apologise that you feel that the level of service received from both Ocean Property Lawyers and Ocean Estate Agents did not meet your expectations in this instance. However, we hope that the above provides you with some comfort, we did all that we could to progress everything as quickly as possible for you and we wish you all the best for the future.
★★★★★ 4/5
TrustpilotMove Manager is Excellent
We chose Ocean due to Jack Thayer and it was he who sold the property. He has sadly left but the Manager, Paul was very good in picking things up from Jack, and Demi their new Move Manager is excellent. She is very knowledgeable, re-assuring and super efficient. I think every business needs a Demi. Thanks so much Ocean for helping us to start another exciting chapter in our lives.
Heidi · 2 August 2024
★★★★★ 5/5
TrustpilotDemi-Leigh was our move manager who was…
Demi-Leigh was our move manager who was so attentive! Replied to emails quickly, always available via phone and so helpful with booking viewings or at the end of the phone when things felt like they weren’t going well! The whole team were as helpful with viewings but Matt and Paul, who also took paperwork to different offices for us to get things moving quickly too!A pleasure to work with!
Lucy · 17 August 2024
★★★★★ 5/5
TrustpilotSelling your home can be extremely…
Selling your home can be extremely emotional and stressful. The Ocean Bradley Stoke team are professional and compassionate. They offer a personal and supportive approach throughout the whole process. We encountered a number of obstacles which were managed incredibly well by the team. If you are considering an estate agent you will not be disappointed. Thank you Ocean
Sallly · 16 May 2026
★★★★★ 5/5
TrustpilotOcean - Shirehampton
Huge thank you to everyone at Ocean - Shirehampton (especially Sadie & Sam) - I very much appreciated their clear communication and regular updates, which kept me informed and reassured at every step of the way!It’s clear that they truly care about their clients!Thank you again for making what could have been a very stressful experience, a positive one :) couldn’t have done it all without you!
J · 15 September 2024
★★★★★ 5/5
TrustpilotOcean Estate Agents
Ocean Estate Agents, especially the Westbury-on-Trym office have been wonderful throughout my selling process. They have been attentive and professional at all times and for this I am very grateful. I will definitely use their services again. Steve and Mike were amazing initially whilst the marketing and sales process took place. Once the buyer was found Melissa was superb in keeping us updated with the sales progression activity. Sincere thanks to you all for a very positive Ocean experience!
Celina · 6 February 2024
★★★★★ 5/5
Trustpilotoutstanding experience working with Ocean Bradley Stoke
I had an outstanding experience working with Ocean Bradley Stoke office to find my rental property. From the very start, they were attentive, professional, and really listened to my needs. The team (Megan, Sam, Naomi and Evie) guided me through the entire process with ease, on a beautiful rental property in Hambrook, BristolThey were always available to answer my questions and address any concerns. Thanks to their expertise, I found the perfect rental property that I’m thrilled to call home. I highly recommend Ocean Bradley Stoke to anyone looking for a smooth and stress-free real estate experience!Kind regards and cheers to the ocean Team Humberto Gonzalez
Humberto · 30 October 2024
Agent replied · 20 September 2023
Happy to hear that things ran smoothly moving into your new home, it can be a very stressful time so its great to hear that the process was efficient and friendly.The team in Bishopston do there best to provide a great service and its really nice to get such positive feedback, thankyou
★★★★★ 5/5
TrustpilotVery Professional and Customer Oriented…
Very Professional and Customer Oriented Solicitors. Kelly Jones was able to provide help at each step and added significant value by really taking care of the details of the prep Process and connecting me with trusted contacts. Ocean Solicitors Service Level is really top-notch, and beyond that it's details that make the difference. Thanks to each of you for all your efforts and the above and beyond assistance you provided during sale process. Much Appreciated and looking forward to working you on the next project.
Manual · 15 January 2024
★★★★★ 5/5
TrustpilotThank you Downend, Bristol
Staff in both the sales and legal department at Ocean Estate Agents in (Downend, Bristol)have been really supportive. Communication has been very good and timely, ensuring I was kept well informed at each stage of the process. I am very pleased with the service I received.
Bev · 7 August 2026
★★★★★ 5/5
TrustpilotAlways a pleasure to deal with Will on…
Always a pleasure to deal with Will on the lettings side of Ocean. Over the years his knowledge of the rental market and the legalities for landlords is second to none.
I’d highly recommend Ocean for letting not only if you’re a landlord but also as a tenant.
Miles · 25 July 2026
★★★★★ 5/5
TrustpilotWe were looking to rent a property and…
We were looking to rent a property and we had a great experience with Ocean. The entire process was made clear and every step of the way the staff were friendly and informative which put your mind at ease at what can be a stressful process! - huge shout out to Jemima who kept us updated throughout, very friendly and fantastic customer facing skills, thank you!! :) - Steve & Soph
Steve · 6 July 2024
★★★★★ 1/5
TrustpilotWill not answer email my son moved in…
Will not answer email my son moved in no microwave oven main oven not working properly fridge is acting as a freezer the room prived is only small compered to the previous room from the same company and had to paye more money from last year can not get any response addresses jackel road bristol student accommodation Still not sorted out coker and fridge and know recived a bill from cancil for tax of £1500 as they forgot to send student exemption to cancil would not recommend the to any one
Phil · 23 October 2024
Agent replied · 25 October 2024
Thank you for your review. We have noted that maintenance issues were reported and advice was provided for the majority of the operational concerns raised. Your Property Manager will contact you today to discuss any outstanding issues, arrange necessary works if appropriate, and provide their direct contact details as your specific point of contact.Regards, Ocean
★★★★★ 5/5
TrustpilotPositive Experience With Ocean
Ocean (Bristol Filton) sold my house for me over the last 6 months and did an excellent job. They offered a full package - estate agents and solicitors service, which made the whole process easier on my part. Their cut was exceptionally competitive and they were very professional. During the process, I will admit that I was quite demanding and impatient (weekly to bi-weekly calls + the rest during the last days!), but they were always very friendly and helpful and to me; someone who does worry a lot, this was very reassuring!Once the sale was lined up, I also worked and eventually met with the solicitors to progress my sale. Once again, this was an easy and friendly experience. Everything was laid out clearly and I was able to freely discuss elements of the sale of my house which i was unsure of.The best part of the service for me was the move manager, H. Walker, who really worked hard to keep me in the loop and keep things going. I honestly cannot praise her enough. My buyers were "difficult" to say the least and at times I really wanted to lose my temper with this, but she kept her cool and in doing so, was ale to help get me through this.Moving house can be really hard work at the best of times. It's a super stressful time of your life that can just drag on and on and on, so I think its important to make it as easy as you can on yourself. With that in mind, I would happily use Ocean again in the future, because despite all the stress and worry I faced during my move, they were never the cause, but instead were a very positive influence on the process.
S · 4 January 2019
Agent replied · 20 September 2023
Thank you very much for your review of our services, it is very much appreciated. It is always very rewarding to learn we have made the moving process less stressful, after 35 years of helping people sell & buy in Bristol there remains one certainty, it can as you say, often be very stressful. We therefore do everything possibly to minimise this for our customers, not least by having highly trained Move Managers on hand and expert local conveyancers appointed to get the legal work processed as quickly as possible. Bye the way - weekly calls is not demanding at all! hourly maybe! but we are always on hand to talk to our customers when they need.Best wishes in your new home, happy new year, Ocean.
★★★★★ 5/5
TrustpilotGreat service from Ocean
From beginning to end of selling my property the process was a complete breeze. Our agent Sam Steele provided us with genuine advice throughout the viewings stage all the way through to completion. It was a pleasure to always be able to reach him when needed. Sam was professional, calm and informative at all times and always installed reassurance when needed - a pleasure to deal with.Ocean solicitors were also great and what has been in the past a very stressful process of buying and selling property was an absolute pleasure. I will no doubt be using Ocean again in the future.
Helen · 11 December 2018
Agent replied · 20 September 2023
Thank you for you feedback, Sam in particular will be very pleased reading your kind comments. It's always great to hear we've helped reduce the stress levels when buying and selling as that's exactly what we hope to do for each of our customers every time. We know only too well how moving home can be very stressful as you say. Wishing you a happy Christmas in your new home! Ocean.
★★★★★ 3/5
TrustpilotA first time buyer
As a first time buyer, I felt that there was very little assistance provided by Ocean during the entire process. Everyone I met from the company was very nice and polite, but were always a bit too relaxed about everything. While they may see house purchases go through every day, I had no idea how the process would work and felt didn't feel like I got the guidance I needed. As you said in your request for feedback, your Managing Director strives for the best customer service - I would suggest the journey could have been made a lot easier for me even with a simple timeline of things the buyer will need to do and when. My mortgage adviser also often took a long time to respond to my emails and was very casual - not necessarily a bad thing, but again not very reassuring for a first time buyer. I then decided to go with Ocean Property Lawyers (OPL) as my solicitors for the convenience, I was told that it would be a smoother process as they were only next door and the companies were joined. However, I found the solicitors asking me to send them documentation I had provided to my mortgage adviser only a week or so before. I emailed my mortgage adviser to ask him to pass them on and received no reply at all. OPL were incredibly disorganised, no one knew what to do with my Lifetime ISA money being used for my deposit. I was told by Ocean that I wouldn't need to provide my LISA money until completion, which would be 10 days after exchange, but OPL asked for the money in advance of exchange. As the LISA was invested, I missed out on the subsequent market growth. After transferring OPL a large sum of money for the deposit, it took them over 24 hours to reply to my email to confirm it had arrived. This was quite worrying being the largest sum of money I had ever transferred. There were also errors in the balance statement they sent for the final payment. The final figure was out by £10,000 and they got the name of my mortgage provider wrong. All in all, a fairly stressful process that could have been made an awful lot easier with some simple changes and removing errors from the information I was given. Wouldn't rush to recommend to any first time buyer.
Alex · 5 December 2018
Agent replied · 20 September 2023
Thank you for your review, we are sorry you feel you were not assisted as a first time buyer, we are of course disappointed in your comments as they are contrary to the many positive reviews via Trust Pilot and the personal feedback we receive from our buyers in particular. Each of the Ocean companies have now reviewed your case and whilst they may elect to contact you directly we would like to take this opportunity to reply to some of the points you have raised. New homes agents: With regards to guidance, our new homes team provide a specific guide explaining the step by step process and timeline of a ‘new home’ purchase. We were under the impression this was given to you, apologies if this was not the case. In addition we do of course provide step by step personal service and our case file notes would suggest the team were in regular contact. In response we will endeavour to make the buyer guide & timeline available via our website with links in relevant email correspondence, this may perhaps be useful to future buyers.Financial services: We receive numerous positive reviews for our mortgage hub, we have a dedicated team providing mortgage application assistance and deal with lenders (call centres) so our customers don’t have to. We are very proud of the results and indeed positive feedback our mortgage team achieve and feel we have a robust process for delivering excellent service to our customers. Lawyers: Due to GDPR Ocean property lawyers are unable to request the documentation referred to from Ocean financial services. It is our understanding you had confirmed that the LISA was to mature on the 7th November 2018, the LISA bonus was subsequently ordered on the 8th November 2018. Monies were requested due to the HL guidance stating up to 30 days for release. OPL received an email out of working hours at 18:26 on 21/11/18 asking if deposit had been received, they confirmed receipt of deposit at 09:26 on 22/11/18. Please accept our apologies if there was any undue stress regarding this matter, we will review confirmation processes. With regards to the statement of account, there was a clerical error which contained an incorrect mortgage lender. This was quickly rectified, once again please accept our apologies. The statement amount was correct and not £10,000 out, the balance initially requested was paid according to our records. This was considered to be a textbook new home transaction, instructed on 8th October and exchanged on 13th November, a staggeringly quick transaction considering there was a mortgage, Help to Buy, and a LISA to process. Please be assured we continually strive to offer the best possible service for all Ocean customers, all of your comments have been considered.Regards, Ocean.
★★★★★ 1/5
TrustpilotDo NOT use Ocean to let your property
We let our property through Ocean. We had to take the tenant to the TDS to claim for the damage caused. The TDS decided in the favour of the tenant due to the poorly drawn up tenancy agreement as well as poor inventory check. Both of which were what we paid Ocean to do. They however took no responsibility and when we asked for help to get the relevant documents and information ready to submit as evidence to the TDS - they avoided or were tardy with their communication. When we were able to eventually get hold of anyone in the office - were incredibly rude and unprofessional. Overall we found their letting service to be of poor quality and their staff unprofessional.To add though, we have used their Financial services for remortgaging our rental property and cannot recommend Luigi and his staff enough. We found him to be professional, thorough and incredibly efficient at all times.
YC · 16 October 2018
Agent replied · 20 September 2023
Thank you for your feedback, we are of course disappointed you are unhappy with the deposit adjudication via the Tenant Deposit Scheme. As a landlord you are aware it is a legal requirement for all deposits to be registered with a Government approved scheme (as of 6th April 2007). This legislation is designed to protect tenants if they dispute claims made on their deposit, claims can be referred to adjudication by an independent and qualified third party as was the case with your tenants. In this instance your tenant decided to so as they felt they had no alternative as a reasonable compromise could not be made with yourself. Ocean lettings & management were not the managing agent for your property and therefore unable to have any active role in these negotiations.As you responded to the dispute directly we cannot see the evidence that you submitted and were only provided with details of the adjudication on conclusion of the dispute.Having reviewed the points you have raised, we would like to take this opportunity to respond to each individually.1. Poorly drawn up tenancy agreement - The tenancy agreement is ARLA’s (Association of Residential Letting Agents) approved document. The adjudication report makes no mention of the agreement.2. Poor inventory check - We used an independent clerk who produced the ‘check in’ report & ‘check out report’. As a 3rd party they have no affiliation to either Landlord or agent. The check in report is a 37 page document supported by IRO 168 photographs. Again, the adjudication does not mention ‘poor inventory checks’.3. Communication with the office - We apologise if you felt the correspondence was ‘rude & unprofessional’. Your request for all the deposit (even the undisputed amount) was unethical and you were not entitled to it. As a regulated professional agency it would have contravened regulations of the TDS membership. After speaking directly to the TDS the advice given was to send them all monies. They would distribute on conclusion of the adjudication report. All efforts were made to impress upon you the responsibilities of both Landlord and agent, and the legal process. Once again please accept our apologies if you felt this was unprofessional.4. With regard to the adjudication results, you were attempting to claim for various items, and you were indeed awarded a contribution towards your claim for the following reasons, which we believe seems fair. • The check-out report noted just a few cleaning areas to be addressed throughout the property and stated that overall the property was cleaned to a “good” domestic standard, whereas at check-in it was said to be to a “very good” domestic standard. The landlord has supplied a small number of dated check-out photographs in support of her claim that additional cleaning was due to that shown in the final report.• The toothbrush holder damage is not mentioned in the check-out written report but is shown as slightly damaged (chipped) in a check-out photograph. The holder is still perfectly functional and was not newly fitted for check-in. TDS works on the basis of around £5.00 for a replacement bulb when awarding, including minimal fitting costs. I agreed with the tenant that the labour charge for the work was excessive irrespective of my above findings.• The check-out report does not highlight any particular issues although the tenant has acknowledged there was one around a plug socket as shown in a landlord’s check out photograph and the landlord has also highlighted a couple of small dents or chips to walls in other rooms. I found the above award figure to be a more reasonable reflection of that damage shown which in a couple of cases was very minor.In addition, you also attempted to claim for an item that contradicted an agreement made via email to the tenant advising them that you would not charge them to move a piano back to its original position (£114). Whilst surprised and disappointed in this claim your tenants did in good faith offer to contribute to half this cost, however you decided not to accept this and pursue the full amount.Whilst we welcome your feedback and comments comments in this case, we feel that they are unfair and unjust.We wish all the best with your future tenanciesOcean lettings and Management
★★★★★ 5/5
TrustpilotExcellent service from marketing to…
Excellent service from marketing to sale The team were thorough and very professional, keeping the process moving and communicating with us frequently. In fact we completed in about 2.5 months. We were extremely satisfied with the service and care we received from both the marketing and solicitor teams.
Tony · 18 July 2026
★★★★★ 2/5
TrustpilotPoor Management.
Calls were often ignored or hung up on right before our tenancy began. Move date was pushed back on multiple occasions.Promised work to be done prior to our move in date - non complete.Faulty Boiler and Extractor Fan. Majority of lights did not work. Contacted to report no hot water since we moved in, unhelpful response. After paying holding fee of £400 for the property, it was still being advertised online. Majority of photos of the property for check in were blurry and missed marks on walls.Have not told us where the Electricity box is stored and have not received an electricity reading on our handover form.Unpleasant experience and would not recommend.
GV · 3 October 2018
Agent replied · 20 September 2023
Your case is being immediately reviewed, your comments are as equally concerning as surprising as they certainly do not reflect the level of service we expect to provide for our tenants. Ocean lettings and management's Director will contact you directly to discuss matters at the earliest opportunity. Ocean.
★★★★★ 5/5
TrustpilotFlawless Service!
Flawless Service!My partner and I recently purchased a property and we were needing to rent our property we were living in. The buying process was quick and easy as well as regular updates from Liz each week on the progress of the purchase. We also used Ocean for the rent out our property which was a great option. James and Jemima went above and beyond from start to finish to get our property filled with tenants. I appreciate the work they put in, due to it being late nights and not in normal workings hours. They were at the property for every viewing without fail. From our perspective this was flawless service and we are using them to manage the property also. Thanks again James and Jemima.
Matthew · 22 December 2023
★★★★★ 5/5
TrustpilotEasy as anything!
House hunting in Bristol can be daunting as all heck, in a constant state of checking ads, calling letting agents, making applications, all while it feels like your competition is half the city. Ocean has been by far the most attentive and supportive letting agency of the bunch! Particular shout out to Tommy who's always been on call to answer any questions and make sure that we're well informed every step of the way!
Larry · 24 April 2024
★★★★★ 5/5
TrustpilotFantastic solicitors for property purchase
We had a great experience with Ocean Property Lawyers. They do convenancing for all properties, not just those sold by their estate agent. The price was competitive and good value for the service we received.Our solicitor was Karen who was fantastic from start to finish. She went out of her way to ensure the process went smoothly, in spite of a major blunder by our mortgage advisor. I think it's safe to say we wouldn't have managed to complete on time without her support.The assistant team were also responsive throughout (special shout out to Emily) and it was always easy to get hold of someone with any questions.I would highly recommend Karen and the Ocean team to anyone purchasing a property!
Robin · 15 December 2023
★★★★★ 1/5
TrustpilotTotally Unethical and PLEASE AVOID!!!!
One of the worse, unethical companies I have come across. I have heard from others that they have had same experience.The Bishopston team are unprofessional, extremely rude and there were some very unethical practises going on, which I can not believe they thought they could get away with. Gabi has no manners, she is condensing and very bullish. Hema as the manager, has no ability to stand up and take responsibility. If you are wanting to rent, they will mess you around, delay things THEMSELVES as well as literally make shocking LIES up against you. Their only motive is to please the landlord. They have no empathy and common decency towards a family with young children, that they left with the potential to be homeless. It was their fault delays happened, we were blamed and instead of owning up to the landlord and having the integrity to take responsibility they blamed us, theres making the landlord pull out on the move in day. Leaving us with the prospect and stress of having no where to move too. They forget that they are dealing with REAL PEOPLE, REAL LIVES and REAL SITUATIONS.But the worse thing is, that after presenting clear as day facts and evidence of the grave MISTAKES made by the members of the Bishopston team: Gabi, Hema and Abi. Including email proof, even the Lettings Director Scott, can not put his hands up and accept that his team have done wrong. No wonder the team are such a disgrace. Integrity starts at the top and feeds down into an organisation.Added following Oceans Response 28.06.18:You are failing to take responsibilty that the DELAYS were the BISHOPSTON TEAMS fault. Not ours. Hence why the landlord pulled out. We plus our gaurantors did everything requested. You were presented with very clear evidence of emails, that your team only advised us a day before of forms not being recieved and them only being made aware of it at that time. However they then claimed after that they had advised us of this fact the week before - I clearly stated in my email to Scott, that this is how his team misled and lied to us. How can it then be said that the team did not purposely mislead or lie to us? If that was the case, phone calls would not be avoided and the team members involved, i.e. Gabi, Hema, Aby would be apologising themselves and admitting their mistakes.I also do not think if Gabi works hard for Oceans to get a job done, but is rude to customers (Tenants ARE your customers) makes her a good team member. When you are in a customer facing industry and role, these are the key things that determine how good an individual or company are.
Anupreet · 28 June 2018
Agent replied · 20 September 2023
Ocean lettings and management are very sorry to hear that you still feel aggrieved by the unfortunate failed tenancy application. I would like to take this opportunity to refer to key points in our reply to you after a full investigation of your situation 5/4/18. ‘I appreciate that you have been under a great deal of pressure and stress over the last few weeks and I apologise that you felt that the team in Bishopston were unsympathetic in the manner with which they dealt with this situation. Moving home is a very stressful experience with plenty of anxiety and uncertainty at the best of times, as a father myself I appreciate the extra anxiety that is borne from the responsibility to ones children and family. I am sure it was not anyone’s intention to add to this and if you felt that they did not deal with the situation with sympathy I can only unreservedly apologise, I will certainly discuss this further with the team in Bishopston. I have reviewed the process and audit trail, I have spoken to the 3rd parties involved with the referencing and I have spoken to the Admin team to gain a better understanding of your complaint. Ultimately given the outcome it is clear to me that it could have been handled better and with more consideration.I don’t believe that anyone has misled you or lied to you. I apologise if you disagree with this, but I can see no merit or benefit in them doing so, Gabriella has been with us for just under a year, if by trying to express an urgency for something she came across as abrupt or rude I can only apologise.Whilst being referenced (redacted) were uncovered, whilst this would ordinarily lead to a failure of referencing and the loss of your holding deposit. The team discussed the situation with the owner and she agreed to proceed with the provision of guarantors. There were issues with getting the guarantors referenced over an extended period of time and the owner decided that she no longer wished to proceed and asked us to re-market the property. We are bound by the owner’s instruction and re-marketed the property. New tenants were found very quickly, but I can assure you there is nothing untoward in this and I don’t feel it can be linked to this complaint.I accept that the owners decision to withdraw clearly left you in a difficult position and that we should have offered more support and explanation to you as you felt aggrieved and confused by the outcome. For that I apologise and can assure you I will discuss further with the office in Bishopston.I am happy to hear that you have now found a new home and I do wish you and your family every happiness there.’
★★★★★ 2/5
TrustpilotA very mixed experience!
The sales department, particularly Joanna, could not be faulted. We were kept informed of all viewings and received detailed feedback. We had engaged Ocean's legal department to act for us and they were generally good, keeping us informed at each stage of the process. In fact all was satisfactory until the day of completion.....We were told categorically and sent written "evidence" that the cheque for the proceeds had been posted. However, it was actually posted 4 days and many phone calls later. Someone was not telling the truth!Worse was the phone call a couple of days after completion saying that they had forgotten to add the sum of £1,680 to their final account. We had had an email saying that all was finalised and nothing further was required from us so had divided the funds and half had been sent to Canada.When we queried this, we did not feel that the response from the director was very professional e.g. taking several weeks to reply and being unable to address our names correctly, despite having had communication over several months.We would recommend Ocean as estate agents to anyone but would strongly advise seeking legal representation from someone who would act on THEIR behalf.
Jackie · 22 June 2018
Agent replied · 20 September 2023
Thank you for your review. We are of course delighted that you were impressed with the sales team's performance, the local team are genuinely very proud of the service they provide and so it is always rewarding to receive comments such as ‘helpful and professional at all times’, thank you. Of course the conveyancing team equally strive to ensure our clients have a seamless service and stress free move, we enjoy many glowing reviews for our conveyancing teams as can be seen on the independent review site 'Trust Pilot'. It is therefore very disappointing that a unique administrative error, compounded by annual leave has led to frustration and disappointment for yourselves. We hope the extensive responses, explanation and discussions on working towards a resolution has gone some way to restore your trust in Ocean. Ocean Property Lawyers, Portishead, Manager & Director remain at your disposal should you wish to discuss any matter further. We hope this offers you the assurance required of our best intention at all times. Kind Regards Ocean.
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
