|Western Ferries (Clyde) Limited||Registered in Scotland No:91850|
|Hunter's Quay||VAT Reg No:389 0446 20|
|T: 01369 704452|
|Office Opening Hours|
|Monday to Friday - 9am to 5pm|
We aim to provide all our customers with a high standard of service. However, if for any reason you are not satisfied with the service you have received, please inform a member of our vessel or terminal staff of your concerns so that we can ensure they are addressed as quickly as possible.
If the staff member is unable to provide a satisfactory explanation and you wish to make a formal complaint, please write to Customer Care, Western Ferries (Clyde) Limited, Hunter's Quay, Dunoon PA23 8HJ or email firstname.lastname@example.org with full details.
We will acknowledge receipt of your complaint in writing within 5 working days. Your complaint will be fully investigated by a member of our senior management team, who will aim to respond within 15 working days from the date of our acknowledgement. If for any reason we are unable to respond within this timescale, e.g. if staff are unavailable for interview due to shift patterns or holidays, etc. we will advise you in writing and confirm when our investigations will be completed.
Under Regulation (EU) No.1177/2010 on Rights of Passengers we are obliged to give you our final written response within 2 months from receipt of your initial complaint. If your complaint is in relation to any aspect of your rights or our obligations under this Regulation, and you are dissatisfied with our response, you can refer the matter to the nominated complaint handling body. In Scotland this is Transport Scotland.
Beyond this, there is a National Enforcement Body (NEB). In the UK this is The Maritime and Coastguard Agency (MCA). The NEB is primarily concerned with significant breaches of the Regulation.
Please note Transport Scotland and MCA can only consider complaints which have already been through an operator's complaints handling procedure.