Complaints Procedure

1. Introduction

Excellence Yacht Agency is committed to providing a professional, transparent and fair service to Candidates and Clients alike. This procedure explains how to raise a concern and how we will handle it.

2. Who Can Submit a Complaint

Anyone who has engaged with the Agency — including crew Candidates, Clients or their authorised representatives — may submit a complaint related to the Agency's services.

3. How to Submit a Complaint

Complaints should be submitted in writing to the Agency, clearly setting out the nature of the concern and any relevant detail. Please include your contact details so we can respond.

4. How We Handle Complaints

We acknowledge complaints promptly, typically within a few business days, and aim to provide a full response within a reasonable period after investigation.

5. Investigation

Complaints are investigated fairly and impartially. We may contact relevant parties to establish the facts before reaching a resolution.

6. Escalation

If you are not satisfied with the outcome, you may request that the matter be escalated for a further review by senior management.

7. Confidentiality

All complaints are handled confidentially and used to improve the quality of our service.

8. No Retaliation

The Agency does not tolerate retaliation of any kind against anyone who raises a complaint in good faith.