Complaints Policy

A verbal or written statement is regarded as a complaint whenever a customer expresses dissatisfaction in regard to any unacceptable situation arising out of activities and the customer expects a response.

The Organisation is responsible for all decisions at all levels of the complaints-handling process. Persons engaged in this process are different from those who are directly connected with the complaint.

Upon receipt of a complaint, the Organisation confirms whether the complaint relates to activities that it is responsible for and, if so, deals with it in accordance with the established procedures.

The Complaints Policy is subjected to requirements for confidentiality, as it relates to the complainant and to the subject of the complaint.

All complaints are to be emailed to This email address is being protected from spambots. You need JavaScript enabled to view it. and administered by the Client Account Manager (or a delegate).

The original email is retained in the dedicated Complaints email folder, managed by the Client Account Manager, and a follow-up date of four working days is set.

A standard response is emailed to the complainant, quoting the allocated reference number and stating the aim to respond to the complaint within five working days.

In the unlikely event that the client has no email address, correspondence will take place via formal letters. However, both sent and received letters will be scanned and stored within the corresponding folder. Telephone conversations with the complainant should also be minuted and stored in the folder.

The email is forwarded to the Line Manager of the department most appropriate to deal with the complaint.

The manager deals with the complaint and responds to the complainant directly until the matter is resolved.

Each email or letter to the complainant is saved in the appropriate folder.

The Line Manager may decide to escalate the complaint to a member of top management at any time, who will continue to follow the applicable procedures as detailed above.

In any case, a member of top management sends the final closing email or letter for the complaint, where possible indicating the formal end of the complaints-handling procedure.

On closure of a complaint, the name of the corresponding folder is suffixed ‘Closed’.

Active complaints are reviewed by the Client Account Manager on at least a weekly basis to ensure that the timeframes for responses to complaints are being met and appropriate action initiated, including sending the complainant a progress report if appropriate.

All current and closed complaints opened within the preceding month are discussed at management meetings and corrective actions taken are reviewed for their effectiveness. Where considered appropriate, discussion may be initiated with the parties involved on whether the subject of the complaint and its resolution should be made public.


Hans Jensen Engineering are proud members of The British Marine Federation, you can find us listed here.

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6 Hythe Marine Park,
Shore Road,
United Kingdom.
SO45 6HE
TEL: 02380 846222