Complaints can be received verbally but may not progress onto a formal investigation without a written submission. Often, a verbal complaint can result in significant action being taken to remedy the situation and a written complaint will not be necessary.

Where a verbal complaint has not been dealt with to the customers satisfaction, they can submit a written complaint either by email or in a letter. All written complaints must be recorded by Mainstay Sailing and stored in a complaints folder for inspection by management or the RYA/AS. On receipt of a written complaint we will acknowledge receipt of it in writing as soon as possible.

We will include information to the effect that we will be investigating the complaint and that a further response will be provided within four weeks. Any investigation will consult an appropriate number of relevant parties to get as balanced an understanding of the complaint as possible.

A record will be kept of the investigation and any action that will be taken as a result of the complaint will be noted and passed on to the complainant.

In the case that the complaint is received by the RYA/AS we will support any investigation undertaken by them as fully as possible.

Feedback & complaints can be emailed

Reviews can be lodged on google reviews