Complaints Procedure

We hope you have enjoyed your experience with Rathlin Island Ferry Limited. However if you haven’t, or you feel that the service could be improved, please contact us by writing to:

Mary O’ Driscoll

Rathlin Island Ferry Limited

The Ferry Terminal

18 Bayview Road

Ballycastle

BT54 6BT

Tel: 028 207 69299

Mob: 0755 335 9596

E-mail: info@rathlinballycastleferry.com

Web: www.rathlinballycastleferry.com

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Rathlin Island Ferry Limited

Complaints Handling Policy

Our complaints policy

We are committed to providing an efficient service to all our passengers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please contact us with the details. We have 10 days to consider your complaint. If we have not resolved it within this time you may complain to the Consumer Council.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

1. We will then investigate your complaint further speaking to all members of staff involved.

1.  Mary O’ Driscoll (Director) will then write to you again within 7 days detailing the outcome of the complaint investigation.  Rathlin Island Ferry Limited is under no obligation to issue reimbursement or complementary tickets. This decision will be made by the director once the complaint has been fully investigated.

1. At this stage, if you are still not satisfied, you can contact the

The Consumer Council
Elizabeth House
116 Holywood Road
Belfast
BT4 1NY

Tel: 028 9067 4818
Fax: 028 9065 7701

Website: www.consumercouncil.org.uk