We are committed to providing customers with products that meet or exceed customers’ requirements and satisfy their expectations judiciously. Fulcrum Maritime Systems Ltd will deal with any problems and issues our customers may have with our service provided. We carefully monitor and look into all complaints and suggestions to enable FMS to identify non-conformities within the company to continuously improve our processes.
Our complaint procedures
If you are not happy with any aspect of our service, please let us know by contacting the member of staff that you are dealing with in the first instance. Our staff will do all they can to resolve the difficulty.
Whatever your complaint we will:-
We treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response; however, please allow 5 working days for us to review the problem or concern thoroughly and reply in writing. If we need more time because the complexity of the issue we let you know.
This policy is fulfilled through the adoption and implementation at all times of the Quality Management System and Procedures as defined by the ISO 9001:2008 standard.
Commitment to Continual Process Improvement
A complaint is 'any expression of dissatisfaction (with Fulcrum Maritime Systems Ltd, with a member of staff, or part of service) that relates to Fulcrum Maritime Systems Ltd Aspects of service and that requires a formal response'.
Fulcrum Maritime Systems Ltd formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction, meeting their needs and requirements.
Roles and Responsibilities
FMS responsibility will be to:
A complainant's responsibility is to:
Escalation of Complaints should be addressed to the Customer Services Manager at firstname.lastname@example.org.
Fulcrum Maritime Systems Ltd