Complaints Procedure

Complaints Policy

 

We make every effort to provide you with the highest level of service but understand that isolated instances may arise where we fail to meet your expectations.

 

In such eventuality please contact one of our Associate Directors. In the case of personal insurances please contact Mr. Tonio Borg on tonio_borg@mib.com.mt, for claims related complaints please contact Ms. Fiona Borg on fiona_borg@mib.com.mt and for business insurances please contact Mr. Robert Galea on robert_galea@mib.com.mt. You may also contact us by phone on 234 33 234 or write to us at 53, MIB House, Abate Rigord Street, Ta’ Xbiex, XBX1122. You may also contact Mr. Rob van Oijen, our Compliance Officer, on rob_van_oijen@mib.com.mt. 

 

We commit ourselves to:

 

  • Acknowledge the complaint within 5 working days of its receipt

  • Explain how the complaint will be handled

  • Instruct you on the need for any supporting documentation/information

  • Provide you with our response within 15 working days from receiving your complaint and all the requested information/documentation

 

If you are not satisfied with our response to your complaint you may also refer the complaint in writing to the Office of the Arbiter for Financial Services, First Floor, St. Calcedonius Square, Floriana FRN1530, Freephone – 80072366, Telephone – 21249245, Website – www.financialarbiter.org.mt. You may also be entitled to refer to other parties as may be detailed under your insurance policy document.

 

 

Procedura dwar Ilmenti

 

Fil-waqt illi naghmlu dak kollu possibli sabiex noffru l-ghola livell ta’ servizz, nifmhu li jista’ jkun hemm drabi fejn ma nilhqux l-aspettativi tieghek.

F’kas li jigri dan, inti gentilment mitlub tinfoma lil wiehed mill-Associate Directors taghna. F’kas ta assikurazzjoni personali ikkuntatja lis-Sur Tonio Borg fuq tonio_borg@mib.com.mt, ghal ilmenti dwar claims lis-Sinjura Fiona Borg fuq fiona_borg@mib.com.mt u fil-kas ta assikurazjoni tan-negozju lis-Sur Robert Galea fuq robert_galea@mib.com.mt. Tista tikkuntatjana ukoll fuq 234 33 234 jew tiktbilna fuq l-indirizz 53, MIB House, Abate Rigord Street, Ta’ Xbiex, XBX1122. Tista tikkuntatja ukoll lis-Sur Rob van Oijen, Compliance Officer, fuq rob_van_oijen@mib.com.mt.

 

Nikkomettu lilna nfusna li:

 

  • Nikkonfermaw li rcievejna l-ilment minn ghandek fi zmien hames t’ijiem ta’ xoghol minn meta nircievu l-avviz

  • Nispjegaw kif ser nittrattaw dan l-ilment

  • Ninfurmawk dwar htiega ta dokumenti w informazzjoni li jista jkollna bzonn minn ghandek

  • Naghtuk risposta fi zmien hmistax il-gurnata xoghol minn meta nircievu l-ilment u jkollna f’idejna d-dokumenti kollha mitluba minn ghandek

 

Jekk tibqa’ mhux sodisfatt bit-twegibiet taghna tista’ ukoll twassal l-ilment tieghek billi tikteb lill-Ufficcju Tal-Arbitru ghas-Servizzi Finanzjarji, L-Ewwel Sular, Pjazza San Kalcidonju, Furjana FRN1530, Freephone: 80072366 Telephone: 21249245, email: complaint.info@financialarbiter.org.mt, sit eletroniku: www.financialarbiter.org.mt. Jista jkollok id-dritt illi tirreferi l-ilment tieghek lil xi partijiet ohrajn skond kif ikun stabillit fid-dokument tal-assikurazjoni tieghek.