Feedback can be received verbally but may not progress onto a formal investigation without a written submission.

Often, a verbal complaint can result in significant action being taken to remedy the situation and a written complaint will not be necessary.

Where a verbal complaint has not been dealt with to the customers satisfaction, they can submit a written complaint either by email or in a letter.

All written complaints must be recorded by Mainstay Sailing and stored in a complaints folder for inspection by management or the RYA /AS. On receipt of a written complaint we will acknowledge receipt of it in writing as soon as possible.