Customer Complaints Handling Procedure

Quality of service is a top priority for us as regulated Service Providers. However, in circumstances where you are not satisfied with our services or dealings, you are invited to raise your concerns with a Director or a senior member of staff who is known to you. If you are not able to reach a satisfactory resolution in this way, you can file your complaint in writing to

A complaint must contain at least: 

  • the name and address of the submitting party; 
  • the date and signature;
  • a clear description of the conduct against which the complaint is being made;
  • the name of the Director and/or staff member(s) to whom the complaint relates.

Please note that any complaints made other than in writing and in accordance with the above may not be dealt with.

Acknowledgement of receipt of written complaint

We will ensure that anyone submitting a written complaint will be sent an acknowledgement in writing of receipt and information on the complaints procedure within three (3) working days of receipt. 

Investigation of complaints

Where a complaint is received, we will gather and investigate all relevant evidence and information regarding the complaint. We aim to deal with complaints promptly, openly and effectively to determine whether it should be upheld and, if so, what remedial action or redress may be appropriate. We shall seek to resolve complaints at the earliest opportunity with the aim of doing so within fifteen (15) days of receipt. Where we are unable to provide a response within fifteen (15) days you will be informed of the causes of the delay and the progress of the investigation and when it is likely to be completed. 

If you are not fully satisfied with our response, we will investigate it further and provide a thorough explanation on the company’s position in relation to your complaint by way of a Final Decision.  

Final Decision within two (2) months 

If we have not resolved your complaint to your satisfaction and you are dissatisfied with our final decision provided within two (2) months from our initial response, you may wish to refer the matter to:

  • the Office of the Arbiter for Financial Services (OAFS) on 80072366 (free phone – local calls) or (+356) 212149245 or by email: A specific complaint form is available on the Arbiter’s website  in PDF format both in English and Maltese; OR 
  • the Malta Competition and Consumer Affairs Authority (MCCAA) on 8007 4400 (free phone) or on (+356) 23952000 or by writing a letter to MCCAA or by completing an online form via the website regarding purchases of goods and services. 


10, Corporate House, Oratory Street, Naxxar NXR 2504 Malta
4 Burnaby Street Hamilton HM 11 Bermuda