Policy Statement

At Lucion Marine we believe in the importance of establishing and maintaining strong relationships with our customers. By investing the time to listen to our customers’ many-varied needs, we are better able to provide an outstanding quality of service, and consistently exceed their expectations.

Lucion Marine makes this pledge to its customers:

• We will strive, on an ongoing basis, to develop innovative vessel surveying solutions for your business.
• We will endeavour to make our business process as simple and hassle-free as we can. Our customer services telephone number will be answered by professional customer service advisors who are both highly trained in all aspects of Inventory of Hazardous Materials solutions and dedicated to delivering great customer service.
• We will take time to listen to what you have to say about our products and services, and use your feedback to help us better meet your needs.
• We will focus on providing an excellent quality of our service. If, however, we do not meet our promises, we will do everything within our power to immediately rectify the situation and minimise any detrimental impact it may have on your business.

We will

• Endeavour to answer your telephone calls to the Customer Service team within three rings.
• Return urgent calls within 30 minutes where practicable.
• Return all calls and queries within one working day.
• Reply to all email enquiries within one working day.

Enquire as to exactly when you require our services and advise you immediately whether we are able to accommodate your requirements or not. In the unlikely event of us being unable to make our surveyors/analysts available, we will suggest alternative options.

Ensure that all of your contact with any Lucion Marine personnel is on a professional and consultative level and that, should you have any cause for complaint, the relevant company investigation procedure is initiated by the Directors of the company.

Dedication to continuous improvement

Lucion is constantly seeking to increase our efficiency and improve the level of customer service that is provided to our clients. In order to do this, we seek feedback from our clients and would welcome any suggestions of improvement to any aspect of the service that you receive from us.

Please note that we may contact you for feedback, to ensure that you are receiving the very best service from us. This contact would be in the form of a short telephone call that should last no more than a couple of minutes. The information gathered from this contact will be analysed for trends by the Directors, in order to further increase our level of service to you.

If you have any queries in regards to this document please contact the writer on the contact details below:

Philip Rozier
Director
Lucion Marine

Office: 0191 4618999
Email: philiprozier@lucion.co.uk