Complaints

At Bespoke Crew we pride ourselves on our crew-friendly policies and on providing an open, transparent, and supportive service for both crew and clients. If you feel we have fallen short of these standards, please be assured that we take your concerns seriously and will handle them promptly, fairly, and confidentially.

1) How to Make a Complaint

If you have a complaint about Bespoke Crew Ltd (Company No. 12985392), please contact us using one of the following methods:

Postal Address:
Bespoke Crew Ltd
10 Avon Wharf, Bridge Street
Christchurch, BH23 1DJ
United Kingdom

Email: info@bespokecrew.com

Telephone: +44 (0)1202 069 663

Please include:

• Your full name and contact details
• Details of your complaint (dates, events, and relevant documents)
• The outcome or resolution you are seeking

2) What Happens Next

1. Acknowledgement
   We will acknowledge your complaint by email or letter within 7 working days, confirming that we have received it and advising who will handle it.
2. Investigation
   Your complaint will be recorded in our central complaints register and investigated by a senior member of the team or a director. The investigation may involve:
   • Reviewing your records and communications
   • Requesting a written response from the staff member involved
3. Response
   A full written response will be provided within 21 working days.
   If more time is needed, we will keep you informed of progress.
   Where appropriate, we may discuss the matter with you directly and, if necessary, offer an apology or corrective action.
4. Escalation
   If you are not satisfied with our response, you may request a review by a company director.
   Any unresolved complaints relating to seafarer placement can be referred to the Maritime and Coastguard Agency (MCA), UK.

3) Data Protection Complaints

If your complaint relates to the processing of your personal data, please contact:
📧 info@bespokecrew.com

We will review and respond in line with our Privacy Policy and UK GDPR obligations.

If you remain dissatisfied, you have the right to contact the Information Commissioner’s Office (ICO):
🌐 https://ico.org.uk/make-a-complaint/
📞 +44 (0)303 123 1113

4) Onboard Complaints (MLC 2006)

All seafarers have the right to decent living and working conditions, fair terms of employment, and a safe workplace under the Maritime Labour Convention (MLC 2006).

If you wish to raise a complaint onboard a vessel:

1. Contact your supervisor within 5 days of the incident.
2. If unresolved, escalate to the Captain.
3. If the matter remains unresolved within 10 days, refer it to the Designated Person Ashore (DPA).

We encourage resolving complaints at the lowest appropriate level wherever possible.

5) Onshore Complaints (MLC 2006)

If a complaint cannot be resolved on board, you may contact an Authorised Officer at the port of the vessel’s call.

The authorised officer will:

• Investigate the complaint
• Seek to resolve it at shipboard level if possible

If unresolved, the matter may be referred to the Flag State Authority.
During the process, the ship’s master or owner will have an opportunity to provide their input before a final decision is made.

6) Continuous Improvement

All complaints are recorded and reviewed to ensure fair handling and to identify areas where we can improve our services.

At Bespoke Crew, your feedback helps us maintain high standards and ensures we provide the best possible support to both crew and clients.