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 the first instance you should let us know of your complaint by contacting your account executive for immediate remedial action. We will investigate the complaint and try to resolve it within the shortest time possible.

In the event that you are still unsatisfied with the outcome you are kindly directed to contact Mr. Robert Galea on robert_galea@mib.com.mt or Ms. Fiona Borg on fiona_borg@mib.com.mt, our Chief Operations Officers.
 
We commit ourselves to:
•   Acknowledge the complaint within 10 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 20 working days from receiving all the requested information/documentation
 
In the event that our response is still not satisfactory to you, please write to Mr. Rob van Oijen, our Compliance Officer, on rob_van_oijen@mib.com.mt. He undertakes to acknowledge your complaint within 10 working days and to provide you with a response within 20 working days of your formal notification.

You are also entitled to refer your complaint to, The Consumer Complaints Manager, Malta Financial Services Authority, Notabile Road, Attard BKR 14, Freephone - 80074924, Telephone - 21441155, Email - consumerinfo@mfsa.com.mt. A complaint form may also be downloaded from www.mfsa.com.mt/consumer.

If you are not satisfied with our response to your complaint you may also lodge a 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.
 


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, l-ewwel haga li ghandek taghmel hi li tkellem il-persuna li tiehu hsieb l-assikurazjoni tieghek fl-ufficju taghna u titlob rimedju dwar in-nuqqas ta’ qbil. Min-naha taghna ninvestgaw il-kas u nippruvaw insolvu l-problema fl-inqas zmien possibbli.

F’kas li tibqa’ mhux sodisfatt bis-soluzzjoni offruta, int gentilment mitlub tinfoma bil-miktub b’dan lis-Sur Robert Galea fuq robert_galea@mib.com.mt jew lis-Sinjura Fiona Borg fuq fiona_borg@mib.com.mt, bhala Chief Operations Officers taghna.
 
Nikkomettu lilna nfusna li:
• Nikkonfermaw li rcievejna l-ilment minn ghandek fi zmien ghaxart 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 ghoxrin gurnata ta’ xoghol minn meta jkollna f’idejna d-dokumenti kollha mitluba minn ghandek
 
F’kas li r-risposta taghna ma tkunx sodisfacenti ghalik, int gentilment mitlub li tikteb lis-Sur Rob van Oijen, li huwa l-Compliance Officer, fuq rob_van_oijen@mib.com.mt. Tircievi konferma ghall-ilment tieghek fi zmien ghaxart jiem ta’ xoghol u twegiba fi zmien ghoxrin gurnata ta’ xoghol minn notifika formali tieghek.

Inti wkoll intitolat li tirreferi lill Consumer Complaints Manager, Malta Financial Services Authority, Notabile Road, Attard BKR 14, Freephone: 80074924, Telephone:21441155, Email: consumerinfo@mfsa.com.mt. Formola dwar l-ilmenti tista’ ssibha mis-sit eletroniku www.mfsa.com.mt/consumer.

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.