About our services

No matter what your request is or your reason for contacting the MMO, we want the level of customer service we provide to you to be exemplary.

Customer services

We believe in the three pillars of sustainable development and we make all of our decisions by considering a social, environmental and economic perspective.

As public servants our roles are as diverse as the uses of the sea. However we all have two things in common: we care about the sea and we care about our customers.

No matter what your request is or your reason for contacting us, we want the level of service we provide to you to be exemplary, for this we believe we are individually and collectively responsible.

Customer charter

We are committed to being a transparent and accountable organisation, we want you to know what you can expect from us and the level of service we will provide.

The promise

The six-point promise shows what you can expect from us. We will

  • be polite and respectful in all of our dealings with you
  • respond to you via the communication channel that you specify, whenever we can (in person, the telephone, by email or letter)
  • serve you in a timely manner
  • own your enquiry by taking responsibility for resolving it
  • listen to your point of view
  • provide you with accurate information that you can rely on

In return, we would ask you to treat our employees with courtesy and respect. Our staff will always do their best to help customers and we support their right to end an offensive call or to ask a customer to leave our premises in threatening situations.

If a customer is malicious, racist or deliberately threatening we may choose to refer the matter to the police.

Read more about our service standards.

View our service standards for Marine licensing.

Our commitment

We are committed to our customer charter and providing an exemplary service. If you are not satisfied with any aspect of our service we encourage you to let us know and we will do our best to resolve the matter as quickly as possible. Please see our customer complaints process for guidance on how we can help you if you are unhappy with our service.

As well as our commitment to provide exemplary customer services, information rights legislation gives a general right of access to information held by any public sector organisation. You can apply for access to information under the Environmental Information Regulations 2004, Freedom of Information Act 2000 (FOIA) and the Data Protection Act 1998 (for information about you).