Union Canal Carriers Ltd – Complaints Policy

This Policy explains how

  • You, the customers can raise a complaint about our boats / services, and
  • How we will deal with complaints.

We hope that any complaint can be resolved while you are on holiday either via a telephone call or Union Canal Carriers staff visiting the boat, so that you can enjoy the remainder of your time on board.

We will always aim to provide high quality services and to provide a high standard of customer care. We recognise however that sometimes we may not get things right. It is therefore important that you can raise any issues or complaints with us..

How to make a complaint

If you would like to make a complaint, you can do so via any of the following methods.

Preferably by telephoning or emailing the boat yard while you are on holiday.

  • This will give us the opportunity to resolve the issue and you to enjoy your holiday.

On returning the boat to the boat yard

  • In person at the boat yard –please make a note of the person’s name
  • but should be followed up with either an email or Letter

Telephone – You can complain via telephone on 01788 890784

  • but should be followed up with either an email or Letter

Email – You can complain via Email on info@unionccnalacarriers.co.uk

Letter – You can write a letter addressed to

Union Canal Carriers, Dark Lane, Braunston, Northamptonshire, NN11 7HJ

Complaints will be looked at and processed by our designated complaints team during our office hours Monday – Friday 9am – 5.30pm

Information

Please include the following information in your complaint

  • Your full name
  • Your contact details (telephone and email address)
  • When you first told us there was an issue.
  • Any relevant information date, time, place, boat name, staff’s name
  • Booking reference and lead booking name
  • A key summary of the problem or problems you experienced and why the service was not satisfactory.

Acknowledgement

We will acknowledge your complaint within 2 business days of our receipt of it.

Investigation

We will then conduct a thorough investigation into your complaint. We may need to contact you in order to obtain further details during the investigation.

Response

A response to your complaint will ordinarily be provided to you via email, or letter if requested.

Once we have acknowledged your complaint, we will ordinarily provide the full response within 14 business days. Sometimes, the investigation may take longer. If this is the case, we will contact you to tell you, and you will be provided with a revised timeframe within which you should expect to receive a response. You will receive updates thereafter.

We may agree with all or some of your grounds of complaint. if this is the case, we will aim to offer a satisfactory solution to you, which may include

  • A full refund
  • A partial refund
  • Credit or voucher
  • Provision of extra services on another booking.

We will offer the solution which we judge is most appropriate in the circumstances. The above examples are the usual solutions we may offer, although there may be occasions where we offer a different solution where it is appropriate.

If we do not agree with your grounds for complaint, you will be provided with full details to explain why this is the case. If you are unhappy with this decision you may wish to progress matters externally. (see below)

Other Options

We hope that we will be able to help in resolving your complaint. However, if you are not happy with the outcome of your complaint, you may wish to raise a formal dispute externally via other channels.

We would always hope that disputes can be resolved at the lowest possible level. However, if the complaint cannot be resolved in this manner, you may wish to obtain legal advise and/or explore other legal remedies which may be available to you.

Please contact us if you wish to invite us to engage in any other method of Alternative Dispute Resolution.

Information about your legal rights as a consumer can be found on the Citizens Advise Bureau Website