Claims Emergency

London Branch

+44 203 829 5858

Singapore Branch

+65 8683 3190

The claims response service is available 24 hours a day, 7 days a week and provides immediate global assistance to all of our Members.

Calling the emergency contact number provides a quick and effective way to speak directly to a duty Shipowners’ claims handler in the event of an incident or casualty involving an entered vessel.

During office hours the emergency number will redirect to the relevant corresponding office switchboard.

Alternatively, Members can request assistance from our network of correspondents located around the world.


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.

The 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 acknowledgment, 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.

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.