Complaint Handling Procedure

We take complaints about our work, equipment, staff, and levels of service very seriously.

If you are dissatisfied with any aspect of our service, and haven't reported it during the hire period, then please communicate it within 24 hours of disembarkation and provide written confirmation within 7 days of your return to Alison Smith, General Manager, Mobility at Sea, Unit 10/11 The Parkwood Centre, Aston Road, Waterlooville, Hampshire, PO7 7HT or alison@mobilityatsea.co.uk

In order to address your complaint efficiently we will need:

• a clear, detailed description of what your complaint is about
• copies of any letters or emails related to the complaint
• a correspondence case reference number, if you have it

We aim to acknowledge the complaint within 5 working days. If we can’t reply in full to you within this time, we will let you know and tell you when you can expect a reply.

We will obtain an engineer’s report ( if applicable) within 7 days and will forward a formal response within 21 days of receiving that report.

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