Complaints Procedure against BMF Member
The British Marine Federation (BMF), as the trade association
for the leisure marine industry, wants to ensure that people who
deal with its member companies can do so with confidence. We work
hard to establish standards of professionalism and best practice
throughout the industry and want to help protect these standards by
working with our members to ensure best customer service.
If you therefore have a dispute with one of
our members, the BMF will assist you and our member in resolving
that dispute. We appreciate that there are two sides to any dispute
and would endeavour to ensure that all available facts from both
parties are taken into consideration.
We will need to receive any complaint by
either email, fax or in writing. We will then contact our member
and ask for their side of the story.
We aim to negotiate between the parties in
order to reach a satisfactory conclusion within a reasonable time.
The time spent by the executive on each individual case will be
limited to two hours. If we are not able to reach a conclusion in
that time, we have a dispute resolution
scheme which is run for us by the Academy of Experts, and we
recommend that you use this avenue as a cost-effective and
non-adversarial approach:
If, in the course of dealing with the
complaint, it is considered by BMF that the member is in breach of
the BMF Code of Practice, we will inform the member of this breach
and ask them to rectify it, and inform our Code of Practice
Committee. If the breach is considered to be serious, it will
be forwarded to the Code of Practice Committee to investigate
further with a view to disciplining the member appropriately.