Email: Redressing the balance

Just to redress the balance some what with regard to the Trust's licensing team I would like to recount a positive story.

I re-licenced my boat recently using the new online system, changing from a Gold to a Standard licence in the process. I was then puzzled to receive a renewal notice today—on investigation, I discovered that I managed to buy a new licence for 2015, rather than a renewal licence for 2016!

I phoned CaRT customer services and spoke to a charming young lady called Susie, who promised to get in touch with the Processing Team, sort it out and call me back. I was pleasantly surprised to get the call back within 30 minutes with the news that the correction had been applied, which I was able to verify online, and a small refund of the early payment discount would follow after Christmas.

I suppose that I could be critical of the online system which allowed me to get in this state, but I cannot fault the Customer Services team for sorting out what was basically my mistake!

Paul Hetherington, Nb Ceridwen-Joan