The BWML customer service promise to customers
BWML want to ensure that all our customers—whether existing or potential—can be clear on the expected standards of service we seek to deliver, consistently across all our marina sites.
You will see our customer commitments clearly outlined within this section, if you have any questions or would like to comment please get in touch.
We continue to invest in the training and development of our staff to attain industry certification and additionally we adhere to and deliver the standards and best practise outlined by our parent company – Canal and River Trust. Where we don’t meet or deliver these standards right first time we want to hear from you (see Registering a complaint) — we will acknowledge your comments and follow up thoroughly and get back to you within 15 working days.
We have recently signed up to the Gold Anchor scheme, an industry recognised accreditation that is independently administered by The Yacht Harbour Association (TYHA) — details here. Less than 50% of UK marinas are accredited and independently monitored by this scheme. We have 17 marinas that are accredited and whilst not all receive 5 anchors (based on a combination of factors), we currently range from 3-5 Gold Anchors, we are confident that having this independent accreditation, backed up by mystery TYHA visits gives us a good understanding of how our marinas measure up in the industry.
We hope that this section gives you all the information that you will need regarding BWML’s service and standards, but if there’s anything not clear please do not hesitate to contact your local Marina Manager directly or contact us.
Our Customer Charter contains the following sections:
- BWML Customer Service Standards
- Pricing of BWML Marina Moorings
- BWML Moorings Management Policy
- BWML Mooring Berth Definitions
- Getting in Touch
- BWML Harassment Policy
Mooring Terms and Conditions
We want you to enjoy and relax during your time with us, not burdened by rules and regulations. However it is important that it is clear to everyone what is and isn’t permitted on site to avoid any confusion or conflict. It is also vital that you, as the customer, understand your rights and responsibilities and, at the same time, BWML’s rights and responsibilities as the marina operator. From applying for a mooring to selling your boat and much more, these terms and conditions and accompanying forms should tell you everything you need to know. Take the time to read them and understand them. If you have any questions please do not hesitate to get in touch.
BWML Marinas are generally classified as Inland with the exception of Hull, Glasson and Limehouse which are classified as Coastal Marinas.
For further general information about boating please visit the Canal and River Trust website at www.canalrivertrust.org.uk
Glasson Marina Workshop Terms & Conditions
Selling Your Boat With BWML
The time has come and you need to sell your boat. Perhaps you need a different alprazolam craft, trading up to a larger boat, changing from a narrow beam to a wide-beam or leaving boating altogether. Whatever your reason BWML can assist you to get the best value for your vessel.
Current Mooring Prices
We offer a wide range of mooring products across the country in a variety of locations. From residential berths with secure car parking to a simple leisure berth, we have something for everyone at a price to suit you. This comprehensive list shows clearly all the fees at all our marina sites.
We are also able to offer our annual contract holders the benefit of reciprocal moorings at other BWML marinas. Please click the link below for details of our Reciprocal Moorings Policy.
Customer Comment Card Procedure
We love getting feedback from our customers and visitors. It is so important to be able to praise our staff when they do something well and, even more importantly, to know when we need to improve. It is only through feedback from you that we can continue to do this. Customer Comment Cards are available at each site and from Head Office or alternatively you can give us your comments and feedback via our online form. Your interest will help us improve our service.
At BWML we are committed to handling your personal information responsibly and protecting your privacy. For the purposes of the Data Protection Act 1998 the data controller is British Waterways Marinas Ltd (BWML).
What information will we collect from you?
Existing BWML customers
If you are an existing customer of ours, we collect personal information necessary to deliver the services that you request of us. This will include; name, address, email address, telephone numbers, boat information and identifying information such as date of birth and security information.
We will use this information to manage your relationship with us – this will include sending invoices, renewals and as necessary account status information.
We will also keep you updated with information necessary to ensure your enjoyment of the goods and services you buy from us is maintained. Examples are; any disruption or changes to services in the marina, or operational events which we reasonably believe you would want to be made aware of.
We may use the information that you provide us with for our own market research (including participating in surveys), product analysis and development, sales tracking, or to contact you for BWML marketing or promotional purposes.
In addition, we may send you informational newsletters with offers and corporate updates – if you wish not to receive these, you can unsubscribe by contacting us directly.
We do not share or disclose your personal information with other companies and will never sell your personal information.
Website visitors and enquirers
We will only collect personal information that is relevant or necessary to optimise your website experience or answer the enquiry that you make of us.
We may use the information you provide us to send you BWML only marketing or promotional material from time to time. You can unsubscribe if you wish from this material by following the instructions contained within the communication.
Where will we store your personal information?
Data is stored securely on industry standard servers. It is encrypted when being sent over networks to update the database.
How we may contact you?
Customers who share their email addresses with us will automatically receive communications from us by email. Customers for whom we do not have an email address will receive information by post to the address we have been furnished with.
Customers who wish to change their contact preferences can do so by emailing to firstname.lastname@example.org or sending their preferred contact method to FREEPOST BWML CENTRAL FINANCE, Sawley Marina, Nottinghamshire, NG10 3AE.
Contacting us to make changes or enquiries about your account with us?
We understand that customers may need to contact us directly to discuss account details, e.g. payment queries or updating personal information.
In all cases, account details can only be accessed or discussed with the account holder themselves. Certain security information may be requested of the account holder to verify identification and allow access. Any non-account holder, e.g. spouse or partner will not be able to access account information or change any details concerning the account unless we are in receipt of an Authorisation of Account Access form, signed by the account holder.
Accessing personal information, we hold on you?
The Data Protection Act 1998 gives customers the right to see information which is held by us. If you require this information for any reason, then please contact us as detailed below, and we will happily oblige.
FAO Administration Manager
FREEPOST BWML CENTRAL FINANCE
or by email to email@example.com
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Gold Anchor Scheme
The Gold Anchor award scheme is run by The Yacht Harbour Association (TYHA) who have been auditing marinas around the world for over 25 years. It is well regarded as the industry’s independent assessment offering a credible measure of marina quality.
So much so that in 2014 TYHA and the Marina Industries Association (MIA) joined together to harmonise their schemes and create one single recognisable worldwide standard. The Gold Anchor Scheme is now truly global.
How does it work?
Gold anchor marinas are subject to a set of rigorous tests which include:
Independent audits by industry experts
This comprises of a marina visit and assessment against a comprehensive set of criteria. The marina must meet legislative requirements and industry standards to achieve any Gold Anchor status.
Verification of the service offered through mystery shops
Here 3 mystery shops identify the marina’s approach to customer service and first impressions to potential customers.
Appreciation of the customer experience through surveys
Existing berth holders are asked a few questions about their experience of the service and facilities at their marina.
What are the benefits of a Gold Anchor marina?
Gold Anchor ratings provide a clear reference as to the standard of service and facilities that can be expected at a marina. Gold Anchor Marinas will make a commitment to maintain their standards to ensure they retain their rating. The scheme also provides the opportunity to identify areas of improvement in marina standards which in turn benefits the experience of the marina user.
Gold Anchor marinas must provide enhanced security to berth choices.
A marina can score up to 5 Gold Anchors depending upon the level of facilities on offer and the quality of customer service. Generally speaking the higher the number of anchors the more confident you can be of a higher quality marina.
BWML Gold Anchor Marinas
BWML sets standards in quality, service and value. We respect the Gold Anchor scheme for the independent and objective view it provides us to show how we actually enact these values. We were audited in 2014 and are about to be reassessed in the late summer of 2017.