End of garden moorings & houseboat dispute resolution procedure

We recognise that it can sometimes prove difficult to reach agreement over the application of the formula for calculating houseboat mooring fees and, occasionally, other matters related to houseboat mooring licences. If agreement cannot be reached directly between PLA officers and customer, we offer a four-stage dispute resolution process, which provides scope to address matters at an appropriate level. Arbitration is available as the ultimate step, but we hope to resolve matters through an External Review Panel before reaching that point.

Licensees have the right to contact any member of the PLA or its representatives in an informal way to resolve the matter quickly. The PLA has a responsibility at this stage to deal with the matter immediately. If the matter is not successfully resolved then the licensee has the right to invoke PLA Complaints Review Procedure which entails three levels.