Our feedback guarantee

Welcoming your feedback

We want your help to improve our service to be the easiest way to travel with outstanding customer service – that’s why we guarantee to deal with your feedback within five working days.

We welcome your thoughts and we’re committed to dealing with you fairly.

What to do

So that we can help you, please provide as much information as possible within ten days of travel. There are some prompts below. Helpful information would include date, time, location, details, any action taken at the time and any action taken since.

Wightlink staff member at Portsmouth Gunwharf port helps a customer

How to do it

All complaints regarding any part of our service will be responded to within 5 working days of receipt. If you are unable to write or email, we will be happy to hear your complaint over the phone. Simply call us on 0333 999 7333, Monday to Friday 09:00 –  18:00 and weekends 09:00 –  17:00.  Full details will be required.

Email our dedicated team at [email protected]

Or write to:

Wightlink Ltd
Gunwharf Road

What happens next?

  • Electronically store your feedback in accordance with data protection legislation.
  • Complaints will only be stored for a maximum of three years.
  • Not use your data for marketing purposes.
  • Not share your details with staff you feel have let you down.
  • Will deal with your feedback within 5 days, please allow a few more days for weekends and bank holidays.
  • Let you know your feedback has been received with an automatic acknowledgement.
  • Let you know if we need more time to consider your feedback.
  • Look at your feedback fairly, we don’t take sides.
  • Suspend legal or debt recovery action while an issue is being investigated.

If we haven’t been able to help you

We’d be disappointed but you can contact our Head of Customer Experience, who will be in touch within 10 working days of receiving your letter.

Ombudsman for unresolved complaints

There is no ombudsman service for complaints concerning quality of service or staffing issues. However, if your complaint relates to your rights under EU Regulation 1177/2010 concerning the rights of passengers when travelling by sea and inland waterways, then you may contact ABTA by emailing [email protected].

You must have first attempted to resolve your complaint by contacting us directly.

For more information as to what sort of complaints ABTA will accept, please see their website.

We have other formats too

Our feedback guarantee is available in recorded format, to view on our website or you can request it in writing, including braille.

Our feedback team are here to help you so please treat them nicely.