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OUR COMPLAINTS PROCEDURE

We are are committed to delivering the very highest level of service to both our Clients and the Candidates we support.

To reflect this, we carefully monitor how our service is delivered; one method is via a simple complaints procedure.

In the unlikely event that a complaint needs to be lodged against a service delivered by us, please follow the complaints procedure below.

Complaints should normally be made within 14 days of an incident or of the matter coming to your attention. This time limit can be extended provided good reasons are supplied for not making the complaint sooner and it is possible to complete a fair investigation.

You can make a complaint verbally, in writing, or by email. If a complaint is made verbally, a record of it will be made and you will be provided with a written copy.

If you are complaining on behalf of a third party, written consent must be included with the correspondence (if made in writing or by email) as this will increase the likelihood of a quicker response. We will respond to complaints as quickly as possible to rectify the matter in question without delay.

Step 1

You should contact us explaining the grievance in as much detail as is considered necessary, using any of the following methods:

• Email: complaints@insigniacrew.com
• In writing to: Insignia Crew Ltd, C/O Zest Accountants, Temple Chambers, 12 Clytha Park Road, Newport, NP20 4PB
• Telephone: +44 (0)7500 888 472

We are confident that your complaint can be addressed and resolved by following the procedures explained in step 1. If, however, you feel that the complaint has not been addressed in a manner that is satisfactory and in keeping with the standards that we aim to maintain, please move to step 2.

Step 2

For specific seafaring/MLC2006 related service complaints:

If it is believed that a complaint has not been addressed correctly or has been left unresolved, you should contact the MLC Department at The Maritime Coastguard Agency using the details below. Included in this action should be full details of previous correspondence.

www.mcga.gov.uk
Email: mlc@mcga.gov.ukor infoline@mcga.gov.uk
In writing to: Spring Place, 105 Commercial Road, Southampton, SO15 1EG
Telephone (main switchboard): +44 (0)203 817 2000

For land based/other complaints:

Contact ACAS

Acas provides free and confidential advice to employers, employees and their representatives on employment rights, best practice and policies, and resolving workplace conflict. The helpline has a free translation service for over 100 languages.

Your complaint will be directed to the relevant governing body e.g. the Employment Agency Standards Inspectorate.

www.acas.org.uk/advice
Telephone 0300 123 1100