Complaints Procedure
Issued February 2019 / Updated May 2021
One Ocean Marine Ltd.
We are committed to providing a high-quality legal service to all our Clients and Seafarers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
Should you have a complaint whilst onboard a vessel, following placement by One Ocean Marine Ltd, you should follow the complaints procedure onboard. At any time, you are directed to contact the MCA at mlc@mcga.gov.uk or by telephone Tel: +44 (0) 23 8032 9538. Please click here for a copy of MLC 2006 On-Board Complaints Procedure which only apply to MLC Flag Ships. Click here to see flag states that have currently ratified MLC 2006.
If you have a complaint or grievance concerning the conduct of One Ocean Marine, please contact the company Director Khara Pierre Khara@oneoceanmarine.com or you can send a letter in writing to 5a The Gardens, Broadcut, Fareham, Hampshire, PO16 8SS with the details. We have four weeks to consider your complaint.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to our company Director and active Co-Founders, who will review your complaint.
One Ocean Marine will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.
Within 14 days of the meeting, One Ocean Marine will write to you to confirm what took place and any solutions s/he has agreed with you.
If you do not want a meeting or it is not possible, One Ocean Marine will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again, and we will arrange for [another partner …or… someone unconnected with the matter at the firm …or, for a sole practitioner: One Ocean Marine to review his/her own decision …or… an appropriate alternative such as review by another local solicitor or mediation,] to review the decision.
We will write to you within four weeks of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If you are still not satisfied, you can then contact the MLC direct using the following email address;
If this complaint remains unresolved, we will bring it to the attention of the appropriate flag state.
https://www.gov.uk/government/organisations/maritime-and-coastguard-agency
Please click here for a copy of MLC 2006 On-Board Complaints Procedure which only apply to MLC Flag Ships.
Click here to see flag states that have currently ratified MLC 2006.
