Complaints Procedure

Complaints Procedure

At Crew & Concierge 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 Crew & Concierge, please write to Sara Duncan at:

Crew & Concierge Ltd.Registered No. 8408880, Orchard Leigh, Sandhills, Knowl Hill, Reading, Berkshire, RG10 9XX

Alternatively, you can e-mail or call +44 (0)7554 446925 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 start to 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 Sara Duncan or the recruiter who is dealing with your file. If appropriate, Sara Duncan 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 advice 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: This does not affect your right to make a complaint to the Information Commissioner’s Office:


Last Revision: July 2018

A copy of our Complaints Procedure is available on request.