Seafarer Complaints Procedure

All complaints received at Isca are dealt with care and diligence.

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• If the complaint is regarding a breach of the seafarer’s contract or following placement by Isca, whilst signed on to a vessel, we ask you to follow the onboard complaints procedure.
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• Seafarers can also contact the following competent authorities; at any stage:

  • The Management Company of the vessel; the DPA or person responsible for crew welfare ashore,

  • A Competent Authority of the respective Flag State,

  • The MLC – mlc@mcga.gov.uk or infoline@mcga.gov.uk or by telephone
    Tel: +44 (0) 0203 8172543

  • Your respective Seafarers Union.
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If the complaint is regarding the activities of Isca Maritime Security Services Ltd (“Isca”)
and/or its employees, we ask you to follow the below procedure:
 

• A complaint can be made in person, by phone, email or in writing.

  • In writing to: Isca Maritime Security Services Ltd, 4-5 Southernhay West, Exeter, United Kingdom EX1 1JG,​

  • Email: info@isca-mss.com
     

• All complaints and associated decisions should be recorded using the Isca Complaint Form (Stage 1) and/or Isca Complaint Form (Stage 2) which are both available on request and should be submitted by post or email. For complaints made in person or over the phone, the form will be completed and a copy given to the complainant to confirm agreement.​
   

• At Stage 1, Isca will attempt to resolve the complaint quickly and effectively within 5 working days. It is anticipated that the majority of complaints will be resolved at this stage.
   

• However, if you do not feel that the complaint was resolved appropriately by Isca, you may refer the matter to a Competent Authority and escalate this to a Stage 2 complaint. At Stage 2, Isca will send an acknowledgement within 3 days and provide a decision within 20 working days.
   

• If the complaint remains unresolved, we will bring it to the attention of the appropriate flag state.