Complaints

At Bespoke Crew we pride ourselves on our crew friendly policies. We aim to provide crew with an open transparent service that supports both our clients and the crew we introduce. If you feel we have fallen short of these high standards then please be assured that we will take your concerns seriously.

If you have a complaint about Bespoke Crew registered No 12985392 please forward your complaint to: Address: The Old Bakery, Tiptoe Road, New Milton Hants. BH25 5SJAlternatively, you can e-mail info@bespokecrew.com or call +44 7742061090 outlining your concerns.

On receipt of your complaint:

  • We will send you a letter or email, acknowledging your complaint and confirming its receipt. You should expect to receive this confirmation within 7 working days of us receiving your complaint.
  • We will then record your complaint in our central register and investigate on your behalf. This is likely to involve the following steps:(i) Examining your records to ascertain the sequence of relevant events(ii) Asking the member of staff with whom you dealt to provide a written response
  •  A full response to your complaint will be drafted by the director or the recruiter who is dealing with your file. If appropriate, we may wish to discuss the events surrounding your complaint directly with you, and, if appropriate, offer an apology.
  • We aim to acknowledge, investigate and resolve all complaints within 21 working days of receipt. Any unresolved complaints we advise be brought to the attention of the MCA UK.

If you are dissatisfied about any aspect of the way in which your data is processed you may, in the first instance refer the matter to: info@bespokecrew.com  This does not affect your right to make a complaint to the Information Commissioner’s Office: https://ico.org.uk

On board complaints procedure under the MLC all seafarers have a right to decent working and living conditions board a ship, fair terms of employment and a safe and secure workplace.

If you have a complaint about your boat please bring it to the attention of your supervisor within 5 days. If the supervisor cannot solve the complaint, you may refer the complaint to the captain. If the compliant cannot be resolved on board within 10 days you may refer the matter to a Designated Person Ashore.

Try to resolve a complaint at the lowest level possible.

On shore complaints procedure

  • A complaint may be reported to an authorised officer in the port at which seafarer’s ship has called.
  • The authorised officer shall undertake an investigation, where appropriate, seek to promote a resolution at the ship board level. If the complaint has not been resolved by the authorised officer, you sould notify the flag state.

If any investigations into the complaint, the authorised officer should pass it over to the ships master or the shipowner to allow a proper opportunity to make their views known.

  • The best crew agency I’ve been in contact with. I can’t thank Frankie enough for landing me such an unreal job!

    James Gordon - Deckhand

    Bespoke Crew
  • Professional and timely crew services delivered with a smile. Thank you Bespoke Crew for helping me find the right job.

    Heinz Schneider-Waterberg - Bosun

    Bespoke Crew
  • Claire from Bespoke crew was amazing every step of the way when placing me on my next yacht. Attentive, empathetic, and supportive, I couldn't have asked for anyone better. She went the extra mile in calling me out of her work hours to check-in too! I can't recommend her enough. Thank you so much Claire

    Harriet Simmonds - Stewardess

    Bespoke Crew
  • * Appreciation post * for Sophie at Bespoke Crew, who has been so kind, professional, and invested in matching me with a wonderful new crew. Sophie, thank you for checking in with me every step of the way, making me feel supported in taking the next step on my journey. Thank you for genuinely listening to what I wanted and playing pro matchmaker. To anyone reading, I recommend getting in touch with Soph when you are ready to find that job you were hoping for.

    Jeannie Griessel - Chief Stewardess

    Bespoke Crew
  • 11/10 recommend getting in touch with Claire from Bespoke crew. She is always friendly, making time for check-ins and updating me on applications. These little things go such a long way. Thank you for your fantastic support, advice, and never being too busy to answer all my questions.

    Juanita Carmen Olsen - Stewardess

    Bespoke Crew
  • A huge shoutout to Claire from the Bespoke Crew Recruitment team for assisting me in landing my dream job !! A huge thank you for continuously checking in on me and for having such a high drive for work ethic. Great communication skills and professionalism as well. I highly recommend Bespoke Crew and specifically Claire for any yachties new or old to the industry

    Chane van Rooysen - Stewardess

    Bespoke Crew
  • Bespoke has been a pleasure to work with over the last few years. I am happy to say that I have had great experiences getting qualified and well-vetted crew from Bespoke. Look forward to a long relationship together.

    Todd Packham - Captain

    Bespoke Crew
  • Bespoke crew provide an excellent recruitment service. The team have a very thorough vetting process for all candidates, ensuring they understand all the requirements for the role and providing only the most suitable and professional candidates, including our current chief stewardess! I would highly recommend bespoke to anyone looking for guidance and assistance with their recruitment needs.

    Matt Degotardi - Captain

    Bespoke Crew
  • Thank you for your excellent service and professional manner of doing business. In total, for both positions we were seeking candidates for, you sent three candidates and all three were spot on.

    Peter van Houweninge - Captain

    Bespoke Crew
  • Sophie from Bespoke Crew Recruitment was very helpful in finding the perfect position for me. She is friendly and keeps in touch regularly and always keeps you updated on what is happening. I would highly recommend her!

    Ursula Rooms - Spa Stewardess

    Bespoke Crew