Consumer Complaints

 

COMPLAINTS

We are committed to providing good quality services. We recognise that a client may not be satisfied with the service provided. To deal with this we have 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 actions we have taken that require a response.

HOW TO COMPLAIN

STEP 1 – CONTACTING YOUR INTERMEDIARY

The first step is to talk to a member of our staff or Tied Insurance 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 best position to help you promptly and to put things 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. Our offices will seek to resolve the problem immediately. If the person cannot assist then the our offices 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 working 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 Consumer Complaints Officer, email agency@muia.com.mt, Tel: 22067000 setting out the details, explaining what you think went wrong and what you feel would put things right. If you are not happy about writing it, you can always ask a member of our staff 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 Consumer Complaints Officer to deal with.

Once our offices receives a written complaint, it shall be fully investigated. The complaint will be acknowledged in writing within five working days of receiving it and the letter will state when you can expect a full response. This should normally be within fifteen working days unless the matter is very complicated such as where other organisations need to be contacted. Where this is the case our offices will still let you know what action is being taken and will inform you when we expect to provide a full response.

TAKING YOUR COMPLAINT ELSEWHERE

If you are still not satisfied with the Compliant officer’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: complaint.info@financialarbiter.org.mt
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.