Complaints Policy

Jobs in Maritime is committed to providing a high quality service to all users of our services. When something goes wrong, we need you to tell us about it. This will help us to ensure we are continuously improving our service provision.

A complaint is an expression of dissatisfaction, whether justified or not. All complaints are taken seriously. If you are not happy with the service that you have received this Policy outlines the process by which to submit a complaint.

Standards for Managing Complaints

  • Complaints may be submitted in writing by post or email.
  • Jobs in Maritime will treat you with courtesy, respect and fairness at all times. It is expected that you will also treat our staff dealing with your complaint with the same courtesy, respect and fairness.
  • We will treat your complaint in confidence within the Company.
  • Jobs in Maritime will deal with your complaint promptly. We will acknowledge receipt of a written complaint within three business days where we have a return address. A full response will be made within twenty working days. In more complex cases we will not be able to send a full reply within the stated twenty day period, should this be the case, we will explain why and inform you when a full response will be issued ensuring to keep you fully informed of progress.
  • Jobs in Maritime will not treat your complaint less favourably on the grounds of your:
    • gender (including gender reassignment, whether proposed, commenced or completed);
    • legal marital or same-sex partnership status – this includes family status, responsibility for dependants
    • sexual orientation;
    • colour or race – this includes ethnic or national origin or nationality
    • disability;
    • religious or political beliefs, or Trade Union affiliation;
    • any other unjustifiable factors, for example language difficulties, age, pregnancy and maternity.

Confidentiality

All complaints will be managed confidentially and in accordance with the requirements of the General Data Protection Regulations 2018, subject to the need to disclose information as required by statutory authorities, and/or as a result of a statutory, legal or parliamentary obligation placed on Jobs in Maritime.

Complaints Procedure

Jobs in Maritime operates a two-stage Complaints Procedure. It will help us to manage and resolve your complaint quickly if as much information as possible is provided clearly and includes any supporting documents with your letter/email of complaint. If we do not receive all the information required to look into the complaint, we may need to contact you.

Jobs in Maritime’s Managing Director is responsible for dealing with complaints and notifying the complainant of the outcome.

Stage 1

This is the first opportunity for Jobs in Maritime to resolve your dissatisfaction. It is anticipated that the majority of complaints will be resolved at this stage. Once your complaint has been received a member of the Management Team will respond.

Stage 2

If you are dissatisfied with the response at Stage 1, you may request a review. This will be carried out by the Managing Director. Your complaint, together with all subsequent correspondence relating to it should be sent to info@jobsinmaritime.com and will be passed to the Managing Director to be reviewed.

You are entitled to be accompanied by a friend or a trade union representative at any time during the complaint’s procedure should an appeal meeting be required

Outcomes

When we get things wrong, Jobs in Maritime will take action to:

  • accept responsibility and apologise;
  • explain what went wrong and why;
  • put things right by making any necessary changes;
  • learn lessons from any mistakes and change Policies and practises where appropriate and feasible.

Seafarer Complaints

MCA

If you still remain unsatisfied, you can appeal to the Maritime and Coastguard Agency with your complaint. They can be contacted at Maritime and Coastguard Agency, Spring Place, 105 Commercial Road, Southampton, SO15 1EG, www.dft.gov.uk/mca/ or alternatively email mlc@mcga.gov.uk

Contact Us

All complaints and requests for review under our Complaints Procedure should be sent:

by post:

Complaints
Jobs in Maritime
SusCon
Brunel Way
Dartford
Kent
DA1 5FW

by email:

info@jobsinmaritime.com

by telephone:

020 3588 5175