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.

  • “As a someone trying to get into the industry, having someone to work on your CV with you is priceless and has set me up for my career. With her strong industry knowledge, I felt like I learnt a lot from our conversations. While being highly professional, she was also friendly and approachable which made the whole process easier”

    Bespoke Crew
  • “Bespoke has always been one of my favorite agents to deal with, they have placed me before and always had my interests at heart during the process. In turn, they have always filled my openings in the interior team, I turn to them every time. They always check in on me, and I would definitely trust them to place me again in the future”

    Bespoke Crew
  • “A truly bespoke service that provided well-vetted crew that met our requirements in full and ended up being a perfect fit for our program. Friendly and efficient I will be using Bespoke crew for all my crew recruitment needs moving forward”

    Bespoke Crew
  • “Very good impartial careers advice. They clearly listen to your needs and only sends through quality jobs”

    Bespoke Crew
  • “Bespoke crew recruitment helped me secure a fantastic role on a yacht! If I am ever in the market again, I know I will be contacting them. Very personable and professional. I really appreciated the effort you put in to ensure I was comfortable in my new position. Thank you”

    Bespoke Crew