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Complaints Procedure


If you have a complaint about Spencer Ogden staff or contractors, please write to: 

Naomi Radford-Smith
Head of Compliance and Contractor Services
Spencer Ogden Limited
3rd Floor, Old Exchange Buildings
King Street
M2 6AD 

or email

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:


a. Examining your records to ascertain the sequence of relevant events

b. Asking the member of staff with whom you dealt to provide a written response


A full response to your complaint will be drafted by Naomi Smith or the consultant who is dealing with your file. If appropriate, we 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. 

Should you feel your complaint has not been dealt with in a satisfactory manner, you are entitled to request your complaint be raised to our Board of Directors for investigation by them. Following this, a Director will be in touch with you to discuss the issue. 

If you are a contract worker engaged under assignment as a seafarer, should you feel your complaint has not been adequately resolved, you have the right to escalate any issues you may have to