Caring for customers

LAST summer a boater with a river only licence, and about to cruise for three weeks, applied for a temporary licence to cover his use of the canals. writes Pam Picket.

The canal licence was issued by the Fradley office but unfortunately the operative didn't realise that with this boater having a valid river only licence, a discount was in order.

The boater in question was therefore charged not the £45 that should have been due, but the full £90.

No refund

Okay, so mistakes happen. However, although an apology has been received, this customer continues to be out of pocket, as no refund has been received.

This matter has again been brought to the attention of the Trust, but so far it seems to be of no avail.

With the Trust telling us it is focussing on its customers, perhaps a good place to start?

[Details have again been forwarded to the Trust.]