Complaint

Complaint Procedure

We are committed to providing good quality services. We recognise that a client may not be satisfied with the service or product provided, thus both the Company and the Agent have in place a complaints procedure. For the sake of clarification, a complaint is broadly defined as being a written expression of dissatisfaction with services that we provide or action we have taken that require a response.

How to Complain

Step 1- Contacting the Company

The first step is to talk to a member of the Agent’s personnel or of the Agent’s intermediary if the policy was arranged through one. This can be done informally either directly or by telephone.

Usually the best person to talk to will be the person who dealt with the matter you are concerned about as they will be in the position to help you promptly and to put thigs right. If they are not available or you would prefer to approach someone else then address the matter to the manager or senior person responsible. The Agent will seek to resolve the problem immediately. If the Agent cannot do this then the Agent will take a record of the concern and arrange the best way and time for getting back to you. This will normally be within two workings days.

Step 2 – Taking the complaint further

If you are still unhappy the next step is to put the complaint in writing, addressing it to the Agent’s Complaints Management Function, setting out the details, explaining what you think went wrong and what you feel would put thing right. If you are not happy about writing it, you can always ask a member of the Agent to take notes of the complaint which you will be then asked to sign. You will be provided with a copy for your own reference. This record will be passed promptly to the Agent’s Complaints Management Function to deal with.

The Agent’s Complaint Management Function will promptly acknowledge your complaint in writing and outline the steps the Agent will take to investigate and resolve it. If the Agent is unable to resolve your complaint within 15 working days, the Agent will inform you of the reason for the delay and provide an estimated timeframe for resolution. Your complaint will be handled confidentially and professionally.

Taking your Complaint elsewhere

If you are still not satisfied with the Agent’s Complaints Management Function’s response, you can always seek advice elsewhere. You may contact:

Office of the Arbiter for Financial Services
N/S in Regional Road,
Msida MSD 1920
Malta

Telephone: 8007 2366 or 21249245
E-mail: [email protected]
Website: www.financialarbiter.org.mt

The Office of the Arbiter will expect that you have a final reply to your complaint from us before approaching them.