Making Way Marine Training views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.
Our policy is:
To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint To publicise the existence of our complaints procedure so that people know how to contact us to make a complaintTo make sure everyone at Making Way Marine Training knows what to do if a complaint is received To make sure all complaints are investigated fairly and in a timely way To make sure that complaints are, wherever possible, resolved and that relationships are repaired To gather information which helps us to improve what we do
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Making Way Marine Training.
Where Complaints Come From
Complaints may come from clients and others.
A complaint can be received verbally, by phone, by email or in writing.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Responsibility
Overall responsibility for this policy and its implementation lies with the Principal
Complaints Procedure of Making Way Marine Training
Publicised Contact Details for Complaints:
Written complaints may be sent to Making Way Marine Training at 10A The Parade, Carmarthen, SA31 1LY or by e-mail at info@makingway-marine.co.uk.
Verbal complaints may be made by phone to 07970 539 483 or in person to any of Making Way Marine Training’s staff at any of our events or activities.
Receiving Complaints
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have. Complaints received by telephone or in person need to be recorded. The person who receives a phone or in person complaint should: Write down the facts of the complaint Take the complainant’s name, address and telephone number Note down the relationship of the complainant to Making Way Marine Training (for example: client, member) Tell the complainant that we have a complaints procedure Tell the complainant what will happen next and how long it will take Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.
Stage One
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
Whether or not the complaint has been resolved, the complaint information should be passed to the Managing Director within one week.
On receiving the complaint, the Managing Director records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.
If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within a week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
External Stage
The complainant can complain to the Royal Yachting Association at any stage.
Making Way Marine Training may vary the procedure for good reason. This may be necessary to avoid a conflict of interest.
Monitoring and Learning from Complaints
Complaints are reviewed annually to identify any trends which may indicate a need to take further action.