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 professional.
Customer service
We believe in the three pillars of sustainable development and we make all of our decisions by considering a social, environmental and economic perspective. For this, we believe we are individually and collectively responsible.
We care about the sea and we care about our customers.
MMO Customer charter
Our charter focuses on the service you should expect as a customer of MMO.
How we treat you
We will:
- Be polite and treat you with respect
- Follow our processes correctly in a timely way
- Explain what to do if you’re unhappy with how we’ve treated you
- Protect your information in line with our ‘personal information charter’
Aim to get it right
We will:
- Provide you with accurate information
- Clearly explain our decisions to you
- Explain what to do if you disagree with our decisions
- Say sorry and put things right if we make mistakes
Keep you informed
We will:
- Explain what will happen next, and by when
- Keep you updated of progress and problems
- Publish information about MMO services online
Making things easier for you
We will:
- Be clear about how to contact us
- Make more MMO services available online
- Use your feedback to improve our services
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.
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.
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).