Complaints Handling Policy
We aim to provide the highest standard of service to our Members and business partners (collectively known as our customers). To achieve this objective, we are committed to a fair, efficient and timely resolution of any complaint that we receive.
We acknowledge the right of a customer to complain and recognise
the value of customer feedback both positive and negative in
improving the services provided by the Club.
The overriding aim is to resolve any complaint to the
satisfaction of the complainant, but where this is not achieved, we
will provide you with additional avenues to pursue the
complaint.
This policy is primarily to address customer service issues and
does not cover dispute resolution which is covered by Rule 64 of the
Rulebook.
How to make a complaint
You should contact the usual person that you deal with at the
Club or the departmental manager if you prefer. Names and contact
details of all our departmental managers are available in the
Contact
Us section of our website. You may make your complaint
verbally or in writing (email, fax or letter) to the person
concerned (or manager) in the first instance.
The Shipowners' Club Complaints Resolution
Standard
We will formally acknowledge in writing any complaint which is
not resolved satisfactorily at the time the complaint is made. Our
aim is to resolve most complaints within 15 working days depending
on the nature and complexity of the complaint. If we are not able
to resolve the complaint within 15 working days of the
acknowledgement, or once all relevant information has been received
from you if later, we will provide you with a resolution
timetable.
You may make a formal written complaint addressed to our Chief
Executive whose contact details are available on
our website if you are not satisfied with the progress.
If you are not satisfied with how your complaint has been
resolved then you can write to the Chairman of the Board of
Directors of the Club to pursue the matter at the following
address:
The Shipowners' Mutual Protection and Indemnity Association
(Luxembourg)
16, Rue Notre-Dame
L- 2240 Luxembourg
Email: info@shipowners.lu
If the complaint is still not resolved to your satisfaction then
you may write to the Shipowners' Club regulator in Luxembourg for
further advice. The address for the regulator is:
Commissariat aux Assurances
7, Boulevard Royal
L-2449 Luxembourg
GD de Luxembourg