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.

  1. We will be polite and respectful in all of our dealings with you
  2. We will respond to you via the communication channel that you specify, whenever we can (in person, the telephone, by email or letter)
  3. We will serve you in a timely manner
  4. We will own your enquiry by taking responsibility for resolving it
  5. We will listen to your point of view
  6. We will 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.

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.

We carried out our fourth annual customer satisfaction survey in 2014. The results were analysed and our customer service strategy was enhanced in line with the valuable customer feedback provided and as part of our commitment to continuous improvement. Read the full results of the 2014 Customer Satisfaction Survey (PDF, 71.2KB, 2 pages) . You can also see what we have done as a result of the feedback by viewing our You Said We Did report (PDF, 76.4KB, 2 pages) .

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).

Read the results of our previous surveys below, together with the actions we have taken as a result of the surveys.

The results of the 2013 Customer Satisfaction Survey and changes we have made as a result of the survey.

The results of the 2012 Customer Satisfaction Survey and changes we have made as a result of the survey.

Customer service statistics

We have published quarterly statistics of key customer service performance measures. We aim to publish these each quarter.

Business as usual (BAU) includes all other incoming work including licence applications, grant applications, fisheries management, and so on.

2014/15

Customer service statistics and key performance measures for April to March 2015

Measure April to June 2014
(volume)
July to September 2014
(volume)
October to December 2014
(volume)
January to March 2015
(volume)
April to June 2015
(volume)
Total general enquiries received 5,517 5,305 5,076 5,310 5,139
Number of BAU cases or applications received 4,523 5,348 5,201 6,435 5,714
Number of complaints received 28 36 52 58 35
Measure Target April to June 2014
(volume)
April to June 2014
(percentage)
July to September 2014
(volume)
July to September 2014
(percentage)
October to December 2014
(volume)
October to December 2014
(percentage)
January to March 2015
(volume)
January to March 2015
(percentage)
April to June 2015
(volume)
April to June 2015
(percentage)
General enquiries acknowledged within 5 working days 95% 5,466 99% 5,275 99% 5,045 99% 5,263 99% 5,111 99%
General enquiries responded to within 10 working days 95% 5,492 99% 5,298 99% 5,057 99% 5,273 99% 5,117 99%
General enquiries responded to within 20 working days 95% 5,511 99% 5,302 99% 5,065 99% 5,285 99% 5,128 99%
BAU cases acknowledged within 10 working days 95% 4,519 99% 5330 99% 5,193 99% 6,418 99% 5,702 99%
Complaints acknowledged within 5 working days 95% 28 100% 35 97% 47 90% 57 98% 34 97%
Complaints responded to within 20 working days 95% 27 96% 33 92% 49 94% 58 100% 33 94%

2013/14

Customer service statistics and key performance measures for October 2013 to March 2014

Measure October to December 2013
(volume)
January to March 2014
(volume)
Total general enquiries received 4,334 5,840
Number of BAU cases or applications received 3,829 4,742
Number of complaints received 26 28
Measure Target October to December 2013
(volume)
October to December 2013
(percentage)
January to March 2014
(volume)
January to March 2014
(percentage)
General enquiries acknowledged within 5 working days 95% 4,318 99% 5,796 99%
General enquiries responded to within 10 working days 95% 4,324 99% 5,826 99%
General enquiries responded to within 20 working days 95% 4,334 99% 5,840 100%
BAU cases acknowledged within 10 working days 95% 3,813 99% 4,723 99%
Complaints acknowledged within 5 working days 95% 26 100% 28 100%
Complaints responded to within 20 working days 95% 26 100% 22 89%

Customer service statistics and key performance measures for April to September 2013

Measure April to June 2013
(volume)
July to September 2013
(volume)
Total general enquiries received 2,808 3,518
Number of BAU cases or applications received 3,076 3,887
Number of complaints received 41 29
Measure Target April to June 2013
(volume)
April to June 2013
(percentage)
July to September 2013
(volume)
July to September 2013
(percentage)
General enquiries acknowledged within 5 working days 95% 2,774 99% 3,493 99%
General enquiries responded to within 10 working days 95% 2,796 99% 3,484 99%
General enquiries responded to within 20 working days 95% 2,807 99% 3,515 99%
BAU cases acknowledged within 10 working days 95% 3,069 99% 3,873 99%
Complaints acknowledged within 5 working days 95% 40 98% 28 96%
Complaints responded to within 20 working days 95% 40 98% 27 93%

2012/13

Customer service statistics and key performance measures for October 2012 to March 2013

Measure October to December 2012
(volume)
January to March 2013
(volume)
Total general enquiries received 3,396 3,320
Number of BAU cases or applications received 4,482 3,195
Number of complaints received 34 40
Measure Target October to December 2012
(volume)
October to December 2012
(percentage)
January to March 2013
(volume)
January to March 2013
(percentage)
General enquiries acknowledged within 5 working days 95% 3,383 99.6% 3,280 99%
General enquiries responded to within 10 working days 95% 3,364 99.1% 3,310 99.6%
General enquires responded to within 20 working days 95% 3,384 99.6% 3,307 99.9%
BAU cases acknowledged within 10 working days 95% 4,373 97.6% 3,183 99.6%
Complaints acknowledged within 5 working days 95% 34 100% 39 97%
Complaints responded to within 20 working days 95% 33 97.1% 38 95%

Customer service statistics and key performance measures for April to September 2012

Measure April to June 2012
(volume)
July to September 2012
(volume)
Total general enquiries received 3,914 3,436
Number of BAU cases or applications received 3,278 4,487
Number of complaints received 25 49
Measure Target April to June 2012
(volume)
April to June 2012
(percentage)
July to September 2012
(volume)
July to September 2012
(percentage)
General enquiries acknowledged within 5 working days 95% 3,894 99.5% 3,417 99.4%
General enquiries responded to within 10 working days 95% 3,893 99.5% 3,427 99.7%
General enquiries responded to within 20 working days 95% 3,914 100% 3,435 100%
BAU cases acknowledged within 10 working days 95% 3,269 99.7% 4,476 99.8%
Complaints acknowledged within 5 working days 95% 24 96% 49 100%
Complaints responded to within 20 working days 95% 25 100% 49 100%

Marine Licensing performance statistics