We are committed to provide the highest possible level of professional service to our clients.

 

If however, for any reason you are not satisfied with the level of service which we have provided, we shall investigate your complaint thoroughly in line with our Complaints Procedure which provides how any such complaints are to be handled.

 

Minor complaints should be directed to the person who handled your insurance from our office. He/she shall be responsible for dealing with the your query/complaint and seeing that this is resolved in a proper and fair manner. In this respect, the he/she will be responsible to ensure that your issue is dealt with as quickly as possible and to your satisfaction.

 

If your complaint is more serious, it will be channelled directly to the Compliance Officer for further investigation.

 

On receipt of a complaint, we shall ensure that an acknowledgement letter is sent out within 7 days.

 

This letter shall confirm that:

​

1. The company will investigate the complaint and;

2. On completion of the investigation, the company will write to the client concerning the outcome.

3. If within two months after receipt of the complaint the investigation has not been completed, the Compliance Officer shall issue a further letter to the client informing him/her accordingly. In communicating its final decision to the client, the Compliance Officer shall:

4. Include a very short description of the complaint, and of the outcome of the Company’s investigation;

5. Set out the Company’s final view on the issues raised in the complaint; and

6. Include details of any redress that is being offered, if considered appropriate.

7. Should the investigation undertaken suggest that that complaint relates to a fault by the insurance principal, the relative complaint shall be immediately forwarded to such insurance principal. The Compliance Officer (or the insurance broker in case of minor complaints) shall follow up the matter with the insurance principal. The final decision shall be reviewed and as applicable forwarded to the client. Such complaints shall also be lodged in the Company’s Complaints Register.

 

In the event that you do not accept the redress proposed or that your complaint has not been upheld, the Compliance Officer will assist you in lodging a written complaint with the Office of the Arbiter for Financial Services (OAFS) whose details are as follows: 

​

                               Office of the Arbiter for Financial Services

                                First Floor

                                St Calcedonius Square

                                Floriana FRN 1530

                                Malta

                                Email – complaint.info@asf.mt

                                Website – https://financialarbiter.org.mt

                                Tel – 00356 21249245