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 65 of the Rules.

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 section. 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 in the contact section 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 our Head Office.

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 contact details for our Head Office and our regulator in Luxembourg can be found in the Corporate Information section.