Customer Feedback

MCA CUSTOMER SERVICE
We are committed to continual improvement of the quality and responsiveness of our services to customers and as such keep our customers’ views, needs and suggestions at the forefront of our minds when we are reviewing our services and methods of delivery.  In doing so, our responsibilities for safety and the protection of the marine environment remain paramount.

Our values are mutual respect and customer focus.

WHAT YOU CAN EXPECT FROM US
Service Standards
Our staff are all committed to providing a professional standard of service to all our customers. We welcome complaints and constructive comments, as they help us to improve our level of service.

NOT SATISFIED WITH THE SERVICE YOU RECEIVE
Our aim is to provide the best possible service at all times.  We welcome feedback from our customers which tells us when we are getting things right, and just as importantly, enables us to focus on where we need to improve so that we learn from our mistakes.  We record and monitor all complaints and carry out regular reviews of our customer services.

UNDERSTANDING YOUR NEEDS
If MCA is to provide the right level of service it is crucial that we understand the needs and views of you, the customer.

We will:

  • seek our customers’ views on the services we provide.  
  • seek the views of customers about proposals to change regulations.
  • take into account customers’ views made directly or through their associations before changes to regulations and procedures are introduced.
  • discuss openly with individual customers how problems they encounter in meeting standards may be overcome.
  • keep confidential all business relationships with individual customers.

If you have any questions, comments or general feedback you would like to give to us you can:-

  • Seafarer Certification Web page 
    This survey began in January 2004, and is designed to assess our customers’ satisfaction with the service provided on an ongoing basis. We monitor levels of satisfaction with the application and processing of the three types of certificate: Notices of Eligibility (NOE); Certificates of Competency (COC); and Certificates of Equivalent Competency (CEC). During completion of the questionnaire, customers are asked to provide both satisfaction ratings and comments where relevant
  • UK Ship Register Web page 
    The UK Shipping Register - operated by the Maritime and Coastguard Agency (MCA) is one of the oldest and most prestigious shipping registers in the world. The introduction of the tonnage tax scheme together with the flexible, responsive, customer focused approach the MCA has to those companies wishing to fly the Red Ensign have helped to ensure that the UK Register maintains it reputation as a quality flag of choice
  • Registry of Shipping and Seamen Web page 
    This is the first questionnaire to be produced for our offices in Cardiff who deal with aspects such as issuing British Seamen cards, discharge books, revalidating certificates and the registration of fishing, small ships, and Part 1 pleasure vessels