Complaint Handling Policy

Howden Specialty Luxembourg S.à.r.l. strives to do everything to ensure our clients receive the best possible service.

If you are not satisfied with the level of service provided by us, we will endeavour to resolve this as soon as possible. If you consider that you have cause to complain, the following information will advise you:

  • How to make a complaint
  • The procedures we are committed to follow in ensuring your complaint is dealt with promptly, fairly & effectively
  • What options are open to you if you are not satisfied with our response

How to make a complaint

If you wish to complain, you may advise any member of our staff or contact us by:

  • Writing to Howden Specialty Luxembourg S.à.r.l., Compliance, 2, rue des Girondins L-1626 Luxembourg
  • Telephoning: (+352) 2 786 4060
  • E-mailing: [email protected] 

Our complaints handling procedure

1. We aim to resolve your concerns, whenever possible, by close of business on the third working day. If this is not possible, we will promptly acknowledge your complaint in writing within a period not exceeding 10 (ten) business days of the complaint being made.

2. A detailed response shall be sent to the Complainant within 30 days from the date of the receipt of the Complaint.

3. When an answer cannot be provided within 30 days, the Company shall inform the Complainant about the causes of the delay and indicate when the Company’s investigation is likely to be completed.

4. If you are a Lloyd’s policyholder and are dissatisfied with our handling of your complaint you may refer your complaint to the complaints team at Lloyd’s.

Lloyd’s Europe requirements for handling of complaints are set out within the Operational Guidance – Complaints Handling, together with the template spreadsheets for the notification of complaints.

Both are available on demand, please contact: [email protected]

Escalation to authorities

Without prejudice to any court action, in case you are not satisfied by the answer provided by the Company, you can address the Complaint to the following authorities.

Escalation may also be addressed to other authorities in your country of residence. Please refer to the applicable general terms and conditions of your contract for more information.


1. Out of court procedure with the CAA


The 2019 Regulation creates an out of court procedure allowing Complainant to escalate their Complaint to the CAA (the Procedure).


Following to the 2019 Regulation, a request can be submitted to CAA only to the extent:

  1. The formal Complaint has been filed in writing with the Company and have not been answered or satisfactorily answered within 90 days.
  2. The request is admissible pursuant to article 4 of the 2019 Regulation.
  3. The request to CAA is filed in Luxembourgish, German, French or English and does contain the information listed in article 5 (2) of the 2019 Regulation.

The CAA may request the production of additional documents or information it deems necessary. It will acknowledge receipt of the request within 10 business days and transfer a copy of the request to the Company which shall take position within 30 days.


The CAA shall issue a reasoned conclusion within 90 days once it has received all the information necessary to its analysis. The 90 days period may be extended in case of highly complex cases; in which event the CAA will inform the Complainant and the Company.

The Complainant and the Company may be represented or assisted by a third party at any stage of the Procedure.

The Procedure is in writing, free of charge and its conclusions are not binding upon the Complainant or the Company.

More information on the Procedure can be found on the CAA website:

https://www.caa.lu/fr/consommateurs/resolution-extrajudiciaire-des-litiges

2. Other remedies

  • Médiateur en Assurances: c/o Association des Compagnies d’Assurances, 12 rue Erasme, L-1468 Luxembourg-Kirchberg, Grand-Duché de Luxembourg; and/or
  • Union Luxembourgeoise des Consommateurs (ULC) 55, rue des Bruyères, L-1274 Howald.

All the above is without prejudice to any court action.

Online Dispute Resolution

The European Commission has established an Online Dispute Resolution Platform (ODR Platform). It is specifically designed to help customers resident in the European Union (EU) who have a complaint about goods or services bought online from traders established in the EU. You can submit your complaint online through the ODR platform in any of the official languages of the EU. The ODR platform can then submit your complaint to the Financial Ombudsman Service to facilitate resolution of your complaint.

You may use the ODR service if you are resident in the EU and have a complaint about a product or service purchased from us online using the following link: http://ec.europa.eu/odr.

All the above is without prejudice to any court action.