Complaints Procedure

We aim to resolve concerns fairly, promptly and with enough evidence to understand what happened. This procedure applies to complaints about CME services, documents, payments, website use or communications.

1. How to complain

Contact us by email or phone using the details below. Please include your name, contact details, job or document reference if you have one, the asset or site, what happened, what outcome you are seeking, and any relevant photographs or documents.

2. What we do first

• We record the complaint and identify the job, enquiry, quote, invoice, payment or document it relates to.
• We may ask for more information where needed to understand the issue.
• Where the concern involves safety, payment fraud, data protection, insurance or legal risk, we may escalate it internally before proposing a response.

3. Investigation

We may review job notes, field reports, photographs, parts records, quote history, emails, payment records, engineer notes, supplier information and customer communications. If inspection of a vessel, generator, component or site is needed, we will explain what access is required.

4. Rectification opportunity

If the complaint concerns workmanship or a suspected service defect, CME should usually have a reasonable opportunity to inspect and, where appropriate, rectify the issue before disproportionate third-party costs are incurred. This does not remove statutory consumer rights.

5. Possible outcomes

Depending on the evidence and legal position, outcomes may include explanation, correction of a document, further inspection, repeat performance, rectification, refund, credit, goodwill gesture, referral to a manufacturer or supplier, insurer notification, or no further action where the complaint is not accepted.

6. Escalation

Some matters may need input from insurers, suppliers, accountants or legal advisers. We are not currently claiming membership of a specific alternative dispute resolution scheme on this website. If a consumer has statutory rights or external remedies, this procedure does not remove them.

7. Data protection complaints

If your complaint concerns personal data, our Privacy Policy explains your rights and how to contact us.

8. Company details

Coastal Marine Engineering Ltd
Company number: SC815311
Registered in Scotland
Registered office: Clyde Offices, 48 West George Street, Glasgow, G2 1BP
Phone: +44 7934 274176
Email: [email protected]

Last reviewed and updated: 30 August 2026