Our Statement of Service describes what you can expect as a member of Nautilus and the procedures to follow if you have a complaint.
The Nautilus International mission is to be an independent financially viable international trade union and professional organisation, committed to equal opportunities, providing a high quality, cost effective service to members and welfare to needy seafarers and their dependants.
Nautilus aims to offer you the best possible service. However, there may be occasions when you feel you have cause for complaint. We will always try to resolve any problem quickly and to your satisfaction.
If you wish to raise a complaint regarding the service you have received from Nautilus, you should follow the stages below. We will acknowledge all correspondence from members in a timely fashion.
If you believe you have a complaint, you should first raise the matter by letter or email with the person who has been dealing with your enquiry. You should identify precisely what your complaint is and give the person the opportunity to respond. We would expect the vast majority of issues to be resolved very quickly at this early stage and you will normally receive a formal response to your complaint within seven calendar days of your complaint being received.
In the event that you remain dissatisfied with the response you have received during Stage 1 you should raise the matter with one of the assistant general secretaries (AGS).
You should forward all the details of your particular case to the AGS and explain why you believe your complaint to date has not been satisfactorily resolved. You will normally receive a formal response to your complaint within seven calendar days of your complaint being received at the Union's head office (or relevant national branch office).
In the unlikely event that you remain unhappy and you believe your complaint has not been dealt with satisfactorily, you should forward it to the general secretary and ask that s/he review the matter. The general secretary will conduct an investigation into your complaint and review all matters concerning your particular case. You will receive a response from the general secretary normally within 14 calendar days of your complaint being received at the Union's head office.