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Customer Charter

The RYA's Purpose is to Promote and Protect Safe, Successful and Rewarding British Boating.

Our mission for 2017-21 is to be more tailored in everything we do in order to increase our relevance and value to members, affiliates and stakeholders.

We aim to:

  • provide prompt, courteous, knowledgeable and efficient service to all our current and potential members, affiliates, volunteers and stakeholders
  • offer tailored services, information and advice to our members
  • strike a balance between quality and value for money

We will:

  • be professional and approachable
  • treat customers and stakeholders as individuals and try to meet any specific needs
  • communicate clearly and effectively
  • be transparent in our decision making
  • listen and respond to feedback
  • put things right quickly if we get something wrong

Our service standards:

  • phone calls responded to within 2 working days
  • e-mails answered within a reasonable timescale
  • goods despatched within 3 working days (subject to availability)
  • letters answered within 5 working days of receipt
  • certificates issued within 15 working days of receipt of full documentation

The RYA is committed to equality of opportunity

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