Our complaints policy

At Thames Marine Services, we are committed to providing a high-quality service to all our clients. If you are dissatisfied with any aspect of our service, we encourage you to let us know. Your feedback helps us improve our standards and the service we provide.

If you wish to make a complaint, please complete our Complaints Form and submit within 5 working days of the incident wherever possible.

We will consider complaints relating to incidents that occurred up to 3 months ago. However, we encourage you to submit your complaint as soon as possible after the incident. Prompt reporting helps us investigate the matter more effectively, gather accurate information from all parties, and work towards a timely resolution.

Once we receive your complaint, we will acknowledge it and investigate the matter in accordance with our complaint’s procedure.

What will happen next?

1. Acknowledgement of Your Complaint
   Once you have submitted your complaints form, we will acknowledge receipt of your complaint by email within two working days. Your complaint will be recorded in our complaints register and retained on file for six years.
2. Investigation
   Your complaint will be investigated by our Marine Superintendent, who will review the details of your complaint and, where appropriate, discuss the matter with the relevant member of staff or crew involved.
3. Discussion and Resolution
   We will contact you by telephone to discuss your complaint and, where possible, seek to resolve the matter. We aim to do this within 14 days of sending our acknowledgement email.
4. Confirmation of Outcome
   Within two working days of our telephone discussion, we will send you an email confirming what was discussed and setting out any actions or solutions that have been agreed.
5. Further Review
   If you remain dissatisfied with the outcome, you should contact us again. We will carry out a further review of your complaint and, where appropriate, arrange a meeting to discuss the matter and seek a resolution.
6. Final Response
   Following our review, we will provide you with a written final response within 14 days of receiving your request for a further review. This response will explain our final position and the reasons for our decision.
7. External Review
   If you remain dissatisfied after receiving our final response, you may refer your complaint to the Legal Ombudsman:

   Legal Ombudsman,
   PO Box 6806,
   Wolverhampton
   WV1 9WJ

   Tel: 0300 555 0333

   Email: enquiries@legalombudsman.org.uk