Customer Service Charter

Lasta Mara Teo. was established in 1999. The company provides all types of freight transport services to the Aran Islands and all the islands on the west coast of Ireland.

Customer Service Charter

Our aim is to provide high quality services to all our customers. The customer service charter sets out the standards of service you can expect from us. We want to ensure that you receive the highest standard of service whenever you contact us.

Our Customers

We are committed to providing you with a timely, professional and high quality service. Our customers are anyone who needs to transport goods by boat. We mainly serve the three Aran Islands but we also carry freight to other islands on the west coast of Ireland..

Commitment to providing quality services. We are committed to providing you with a timely, professional and high quality service:

• We will treat you with courtesy and consideration.
• Provide accurate information to the best of our knowledge at all times.
• We will deal with your enquiries quickly and competently.
• We will answer your telephone calls promptly and return your call within 24 hours where possible.
• We will respond to letters within 20 working days.

Customer Feedback:

• The company welcomes feedback and suggestions for improving services.
• We recognise that things can go wrong and we can only put them right if they are brought to our attention. We therefore treat every complaint as an opportunity to improve our service.
• We will try to deal with any complaints about the service informally, quickly and with the most appropriate person.
• You have the right to make a formal complaint if you are not satisfied with the service you receive.
• We will investigate your complaint fully and you will receive a full response or progress report in writing within 20 days of receiving your complaint.
• You can obtain copies of our complaints procedure and forms from our office.

Mechanism for receiving and assessing claims for cargo damage.

• Lasta Mara Teo has a good tracking system in place for all cargo.
• Every consignment of cargo received is recorded in the delivery book.
• Lasta Mara Teo operates three delivery books, one for each island. It notes who is delivering, what the consignment is and who it is for.
• Each consignment is then colour coded to each island and the name of the person to whom the consignment is to be delivered is written on the label and this is attached to the cargo consignment.
• If damage is noticed on arrival at the warehouse it is brought to the attention of the delivery person.
• The delivery person should sign a receipt confirming this.
• If Lasta Mara Teo is responsible for loss or damage to customer goods Lasta Mara Teo will replace or provide compensation for this.
• Claims for cargo damage should be made directly to the office.
• Our office manager will investigate the claim and make replacements or compensation as necessary.

“Commitment to providing quality services”