Customer Feedback Procedures

Our Customer Care Mission Statement

“NorthLink Ferries will provide exceptional customer care and service to the individuals, businesses, organisations and communities which depend on its services and it will demonstrate transparency in all aspects of its operations.”

If you enjoyed your journey with us or if you wish to provide feedback on our service we’d love to hear from you.

If for any reason our service failed to meet your expectations please speak to one of our crew or port staff, at your earliest opportunity, to discuss your concerns. Where possible, all customer concerns should be dealt with locally, in the first instance.

If you are unable to provide feedback locally, or for any reason are not satisfied with the response you receive, please contact us at the address below:

Customer Services,
NorthLink Ferries,
Stromness Ferry Terminal,
Ferry Road,
Stromness,
Orkney,
Scotland,
KW16 3BH

tel: 01856 885500
e-mail: CustomerServicesDepartment@northlinkferries.co.uk

When written feedback is received, an acknowledgement shall be sent to the customer by the Customer Care Team within five working days of receipt.

Customers will receive a final reply from the Customer Care Team within 21 working days of initial receipt. Where more detailed investigation is required, or investigation cannot be completed due to shift patterns, the Customer Care Team will inform the customer in writing that additional time will be required prior to the 21 day threshold and the likely timescale for resolution.

If you are not satisfied with the response you can contact your local council using the contact details below and they will discuss this with you. Where appropriate they will refer your comment to the independent Ferry Consultation Groups set up by the Highlands and Islands Transport Partnership (HITRANS), the Shetland Transport Partnership (ZetTrans) and the City of Aberdeen and the wider Aberdeenshire Transport Partnership (Nestrans). The Ferry Consultation Groups meet twice per year in May and November.

Aberdeen City & Shire (Nestrans)
Archibald Simpson House
27-29 King Street
Aberdeen
AB24 5AA
01224 625524

Shetland Islands Council
Infrastructure Services
11 Hill Lane
Lerwick
ZE1 0HA
01595 744888

Orkney Islands Council
Transportation Service
School Place
Kirkwall
KW15 1NY
01856 87 3535

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