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Customer complaints process

We are committed to our customer charter and providing an exemplary service.

If you are not satisfied with any aspect of our service we encourage you to let us know and we will do our best to resolve the matter as quickly as possible.

We also have a separate inshore fisheries and conservation authority (IFCA) complaints process for complaints against an IFCA or one of our appointees to the IFCA.

What you can expect from us

At each stage of the process we will acknowledge receipt of your concerns within five working days giving you a named contact point and telephone number for your complaint.

We will then strive to provide you with a full response to your complaint within 20 working days.

Stage 1

In most cases it is possible to resolve your complaint immediately by informing the person you are dealing with that you are not satisfied. So please make our staff aware of your complaint as soon as possible and we will do all we can to resolve it to your satisfaction.

Stage 2

If we have not resolved your complaint at stage one you can contact our Customer Communications Manager (CCM) by telephone, in writing or by email. Please explain the full details of your complaint, and the CCM will carry out a thorough investigation into your concerns.

Customer Communications Manager
Marine Management Organisation
Lancaster House
Hampshire Court
Newcastle upon Tyne
NE4 7YH
Tel: 0191 376 2556
Email: john.gargett@marinemanagement.org.uk

Stage 3

If we have not resolved your complaint at stage two you can contact:

Director of Customers and Partnerships
Marine Management Organisation
Lancaster House
Hampshire Court
Newcastle upon Tyne
NE4 7YH

Your complaint will then be investigated by the relevant director.

Stage 4

If after stage 3 you are not satisfied you can ask any Member of Parliament to refer complaints about administrative actions by the MMO to the Parliamentary Ombudsman (also known as the Parliamentary Commissioner for Administration).

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Complaints helpline: 0345 015 4033
Fax: 020 7217 4000
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk