Skip to main content


Definition of a complaint

Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which:

(1) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience and 

(2) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service in the UK.

Definition of a complainant

The applicable definition of 'eligible complainant' is contained in the FCA Handbook. It is important that managing agents refer to that definition but in summary, 'eligible complainants' are:

  • A consumer
  • A micro-enterprise which employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed €2 million
  • A charity which has an annual income of less than £6.5 million at the time the complaint is made
  • A trustee of a trust which has a net asset value of less than £5 million at the time the complaint is made
  • A person acting for purposes which are outside that person’s trade, business or profession
  • A small business which is not a micro-enterprise and has and has an annual turnover of less than £6.5 million and employs fewer than 50 persons; or has a balance sheet total of less than £5 million
  • A guarantor

Application of Lloyd’s procedure and local complaint regulations

All insurance policies written on a freedom of services or establishment basis.

It is Lloyd’s understanding that there are no local complaints handling rules which apply to Lloyd’s. However, it remains the managing agent’s responsibility to ensure all local requirements are met, where applicable, in all territories in which they write business.


A final response to be provided within 8 weeks of receipt of the complaint.

EDR scheme and eligibility

There are three bodies that are able to handle complaints against insurance undertakings. The Commissariat aux Assurances (CAA), Service national du Mediateur de la consommation and the Mediateur en Assurances (ACA).


Association des Compagnies d'Assurances et de Reassurances (Luxembourg Insurance and Reinsurance Association) - Mediateur en Assurances (Insurance Ombudsman)

12, rue Erasme,

L - 1468 Luxembourg

F: (+352) 44 02 89

Complaints or claims submitted by any natural person who acts for purposes which are outside his/her commercial, industrial, artisan or professional activity and filed a complaint with the professional pertaining to insurance policies concluded or negotiated by natural persons or legal entities subject to supervision by the CAA as well as complaints - other than those referred to above - lodged against insurance and reinsurance distributors by their customers and by other interested parties, in particular consumer associations (natural persons and legal entities)

CAA, Commissariat aux Assurances

7, boulevard Jospeh II,
L-1840 Luxembourg
Fax: (+352) 22 69 10

Complaints submitted by consumers residing in Luxembourg or in another State of the EU concerning a dispute with a trader established in Luxembourg or by any trader established in Luxembourg who has encountered a problem with a consumer residing in Luxembourg. The dispute must derive from a sale or service contract.

Service national du Mediateur de la consommation (National Consumer Ombudsman Service)

Ancien Hotel de la Monnaie
6, rue du Palais de Justice
L - 1841 Luxembourg
Fax: (+352) 46 36 03

The complaints handling arrangements above are without prejudice to the right of the complainant to commence a legal action or an alternative dispute resolution proceeding in accordance with their contractual rights. For general guidance on service of suit, please refer to the relevant insurance documentation section on Crystal.

Local Regulatory Reporting Requirements


Lloyd’s Complaint Notice

The new generic complaints notice for the EEA should be used for Luxembourg. This will be published on the Lloyd’s Wordings Repository and referenced in the Pre-contractual notification and Insurance documents sections of Crystal.