Any complaints to be made under the Regulation should be directed, in the first instance, to Stena Line (staff at terminals or crew on board). A complaint must be submitted within 2 months of the scheduled date of the service to Stena Line (Contact details below). The operator must notify the passenger within 1 month of receipt whether the complaint is substantiated, rejected or still under consideration with a final reply and decision within 2 months.
If the complaint cannot be resolved to the satisfaction of the passenger, then it may be referred to the complaint handling body. In the UK the Marine and Coastguard Agency has been appointed to act as the Complaints Handling Body under the Regulations. In the Republic of Ireland the National Transport Authority has been appointed to act as the complaints handling body under the regulations. Both these bodies will provide an evidence-based response to a complaint within a reasonable period of time, but will only consider a complaint that has already been through the operator's own complaint handling process.
Marine and Coastguard Agency, Spring Place Bay 2/25, 105 Commercial Road, Southampton SO15 1EG.
Telephone Number+44 (0) 23 80 329 315
Republic of Ireland
National Transport Authority, Dun Sciene, Harcourt Lane, Dublin 2.
Telephone Number +353 1879 8300