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 & Making a Complaint
- 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.
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Gold Anchor Scheme
The Gold Anchor award scheme is run by The Yacht Harbour Association 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 the marina quality.
So much so, that in 2014, The Yacht Harbour Association (TYHA) and the Marina Industries Association (MIA) came 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 is a marina visit and assessment against a comprehensive set of criteria. The marina needs to meet legislative requirements and basic industry standards in order to achieve any Gold Anchors.
Verification of the service offered through mystery shops
Three mystery shops will identify the marina’s approach to customer service and the first impressions offered by the marina to potential customers.
Appreciation of the customer experience through customer surveys
Existing berth holders are asked a few questions about their experience of the service and facilities at the marina.
What are the benefits of a Gold Anchor marina?
Gold Anchor ratings offer a clear reference as to the standard of service and facilities at the marina. All Gold Anchor Marinas will meet their industry standards and legislative requirements. Gold Anchor Marinas make a commitment to maintaining their standards in order to retain their ratings. The scheme also provides the opportunity to identify areas of improvement in marina standards and therefore the experience of marina users. Gold Anchor rated marinas should provide further security to your berthing choices.
A marina can score up to 5 Gold Anchors, depending on the standard of service and facilities offered. The higher the rating, 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 perspective it provides us as to how we actually enact our values. We were audited in 2014 and are about to be reassessed in the late summer of 2017.
Our marinas which currently hold Gold Anchor ratings are:
2 Gold Anchors
3 Gold Anchors
4 Gold Anchors
Cowroast Marina, Hertfordshire
Diglis Basin Marina, Worcestershire
Glasson Basin Marina, Lancashire
Hull Marina, Yorkshire
Kings Marina, Nottinghamshire
Packet Boat Marina, Middlesex
Priory Marina, Bedfordshire