We are committed providing the highest level of service in a professional and helpful manner. The Company recognises however that a client may not be satisfied with the level of service provided.
To deal with this the Company has established a complaints procedure, which will be implemented and maintained in order to provide reasonable and prompt handling of any complaints received.
For the sake of clarification, a complaint is broadly defined as being a written expression of dissatisfaction with services has been provided or actions taken that require a response. The Company distinguishes complaints from queries. Queries are challenges to specific decisions in specific circumstances.
The policy of the Company is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
- To make sure everyone within the Company knows what to do if a complaint is received
- To make sure all complaints are investigated fairly and in a timely way
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired
An official complaint against the Company should be requested in writing or by e-mail so that the full facts of the complaint can be seen, and this correspondence will form the start of the complaint process.
You can send your complaints to: firstname.lastname@example.org
Where a complaint is made orally, the Company is to direct the customer to submit his complaint in writing. Where this is not possible the person dealing with the complainant shall formalize the complaint received orally and request the complainant to confirm the summary prepared.
Any complaint received must be submitted to the Compliance Officer, or in his/her absence a member of the Senior Management Team as soon as possible following receipt at the Company.
Once the Company has received a written or e-mail complaint, it will be acknowledged in writing within two (2) working days of receipt, which will confirm the complaint is under investigation.
The Company will normally expect to provide a full response to a complaint within 15 days from the date that the complaint was acknowledged, unless the matter is very complicated and in depth investigations are required. Where this is the case, the Company will regularly liaise with the complainant to advise of the actions being taken and when a full response may be expected.
Once the investigation has been completed, a final resolution letter will be provided to the complainant outlining the findings of the investigation and if the complaint has been upheld or rejected.
Any complaints received will be recorded in the Complaints Register by the Compliance Officer and all correspondence will be retained in separate and unique folders appertaining to each complaint.
The documents held will be:
- Original client complaint correspondence
- The Company acknowledgement
- The Company final resolution letter
- Any correspondence appertaining to the complaint
If the complainant is still not satisfied following the investigation and response from the Company, they will be advised that they can contact the Office of the Arbiter for Financial Services:
Office of the Arbiter for Financial Services
First Floor, St Calcedonius Square Floriana FRN1530
Or by lodging a complaint at: (i.e., https://www.financialarbiter.org.mt/oafs/complaint)