Complaints Procedure

We take complaints seriously. This procedure applies to seafarers, shipowners and any other party using our recruitment and placement services, and meets our obligations under MLC 2006.

How to make a complaint

Complaints may be made in writing by email or by post, or verbally by telephone. A complaint made verbally will be recorded in writing and confirmed back to you.

• Email: info@caraleesyachtcrew.com
• Telephone: +44 7480 400115

Please include your name and contact details, the nature of the complaint, relevant dates, and what outcome you are seeking.

What happens next

1. Acknowledgement — within five working days of receipt.
2. Investigation — the complaint is reviewed, and further information may be requested from you or from any other party involved.
3. Response — a written response is normally provided within twenty working days. If more time is needed, you will be told why and given a revised date.
4. Escalation — if you are not satisfied, you may ask for the complaint to be reviewed again.

Unresolved complaints

Where a complaint cannot be resolved, it is notified to the competent authority in line with MLC 2006 Standard A1.4. Seafarers retain the right to raise a complaint directly with the competent authority or with the flag state of the vessel concerned.

Records

All complaints are recorded, together with the investigation and the outcome. Records are retained and are available for inspection by the competent authority.

No detriment

No seafarer will be disadvantaged for raising a complaint in good faith. Making a complaint has no effect on how a candidate is considered for future positions.