How do I make a complaint?

If something goes wrong

In the first instance, please lodge complaints with a member of staff and we will attempt to resolve any immediate issue. If a complaint needs to be lodged following your trip, please use the Contact Form provided here, select 'Complaint' from the drop down menu, and someone from our Customer Support Team will contact you to escalate the complaint.

If assistance was not provided, you were refused travel, your mobility equipment was damaged, or you could not access essential information, raise the issue with Stena Line as soon as possible using the contact form above. 

If the matter is not resolved following these procedures, you may be able to resolve it to the relevant national enforcement body. For UK journeys, the Maritime and Coastguard Agency provides guidance on passenger rights for sea and inland waterway travel.