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 service menu
- Customer service standard delivery
- Marina mooring pricing
- Mooring management
- Mooring berth definitions
- Complaints procedure
- 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 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.
Mooring Definitions and Types
Across the country, the wide variety of marina sites we operate enable us to offer a range of mooring types to our customers. Here you can find the definitions of the different mooring types and the range of facilities and services you can expect to receive for each product. Please note that not all products are available at all our marina sites.
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.
Every year we undertake a thorough review of our mooring fees and the market in which we are operating. We believe it is important to be open and transparent with our customers as to how the fees are set each year. Copies of our research each year is available on request from Head Office.
PRICING POLICY CURRENTLY UNDER REVIEW
Registering a complaint
We believe it is vital to deliver great customer service. The Customer Service Standards are our commitment to you, outlining the level of service you should expect to receive from each and every one of the team at BWML. If however you feel it necessary to make a complaint our ‘If you have a Complaint’ document will guide you through the correct process and give you all the information you need.
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.
BWML takes the privacy of it’s users very seriously.
BWML do not sell, share or forward your information to anyone. Your details are only used to keep you updated with developments on bwml.co.uk
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BWML Harassment Policy
BWML have in place a Harassment Policy which is aimed at protecting our staff, customers and visitors.
Gold Anchor Scheme
Quality Assured Berthing
The Gold Anchor award scheme has been auditing marinas throughout the world for over 25 years and is well known as a credible measure of the marina quality. Any rated marina will have been subject to a serious of rigorous tests.
BWML have recently renewed their membership of the Gold Anchor scheme; less than 50% of all UK marinas subscribe to it, but following a review by new BWML Managing Director, Jeff Whyatt, we decided that having an independent scheme to audit our marinas was an important part of our ongoing review of customer facilities and standards of customer service. For more information on the TYHA scheme click here.