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Comments, compliments and complaints.

We welcome feedback on our work and activities – positive and negative.  Complaints or concerns are taken seriously.  Where appropriate, action is taken as part of our commitment to continuous improvement.  We also note any positive comments you may have and these are passed on to the relevant staff.

What happens if I telephone?

You can telephone us on 01474 562200.  Many matters can be resolved there and then by the relevant department. If the matter cannot be resolved promptly - or if it is a more complex issue - we may ask you to put your comments in writing to us, either by email or letter.

Can I use the website for feedback or a complaint?

You can contact us via our website: http://www.pla.co.uk/Contact-Us - the feedback form is on the right of the screen.

For houseboat wash complaints please use this report form.

What happens next?

Routine matters are passed to the most appropriate department for attention. More serious concerns or complaints are passed to the Corporate Affairs team to review.

How long will this take?

We try to deal with comments as effectively as possible.  The time this takes will depend on the nature, complexity and circumstances of the matter, but we endeavour to reply within 28 days.  We will let you know if we will be unable to do so.

Who should I contact if I do not hear anything within 28 days?

Please contact the Corporate Affairs department on 01474 562200.

What happens with complaints / concerns?

We consider any complaint to determine the most appropriate action. A detailed response will be sent as soon as we can, summarising our view of the matter and any proposed further steps.

If I am unhappy with the outcome of the process, what can I do?

If you are not satisfied you should let us know in writing. The matter will then be referred to the Secretary to the PLA Board and considered further.

Are records kept?

All positive or negative feedback received is logged and reported to senior management under quality management procedures which are subject to external independent audit on a regular basis. All outcomes are reviewed and monitored.