Complaints Procedure

At Whitewater Recruitment Ltd, we aim to provide a professional, transparent and respectful service to candidates, crew, clients and employers across yachting, shoreside, estate, hospitality and private household recruitment.

We take all concerns seriously. If you feel that our service has fallen short of the standards expected, we encourage you to contact us so that we can review the matter properly.

How to Make a Complaint

If you wish to make a complaint, please contact us in writing by email:

Email: complaints@whitewaterrecruitment.com

Please include:

• Your full name

• Your contact details

• A clear summary of your concern

• Any relevant dates, names, emails or supporting information

• The outcome you are seeking, where applicable

What Happens Next

Once we receive your complaint, we will:

1. Acknowledge receipt of your complaint.

2. Review the information provided.

3. Check relevant records, emails and communication history.

4. Speak with any team member involved, where appropriate.

5. Consider whether any action, explanation or apology is required.

We aim to acknowledge and investigate complaints promptly and to provide a full response within 21 working days wherever possible.

If we need more time to investigate, we will let you know.

Recruitment and Candidate Concerns

If your complaint relates to a vacancy, candidate introduction, client communication, registration, reference, CV submission or recruitment process, we will review the matter carefully and respond as fairly and clearly as possible.

Whitewater Recruitment will not knowingly submit candidate details to a client without appropriate consent.

Maritime Labour Convention Complaints

Where a complaint relates to Maritime Labour Convention compliance or an unresolved matter involving yacht crew recruitment, you may also be entitled to raise the issue with the relevant maritime authority.

For UK-related MLC matters, unresolved complaints may be referred to the Maritime and Coastguard Agency.

MCA email: mlc@mcga.gov.uk

Data Protection Complaints

If your complaint relates to how we collect, use, store or process your personal data, please contact us first at:

complaints@whitewaterrecruitment.com

You also have the right to raise a complaint with the Information Commissioner’s Office.

Website: www.ico.org.uk

Our Commitment

We will handle complaints fairly, professionally and confidentially. Raising a complaint will not affect your ability to use our recruitment services in the future.

Policy Updates

Whitewater Recruitment Ltd reserves the right to update or amend this Complaints Procedure from time to time.

Last updated: June 2026