For Providers

This section is intended to guide financial service providers on how to handle consumer complaints efficiently and in compliance with the guidelines established by the Malta Financial Services Authority, as well as the requirements outlined in the Arbiter for Financial Services Act.  It outlines the principles that providers should adhere to, including the establishment of a formalised complaints handling process, the nomination of a senior staff member to oversee the process, and the requirement to resolve complaints within a specified timeframe.

The section also details the steps to be taken if a complaint is escalated to the Office of the Arbiter for Financial Services.

There is also a technical section providing information to providers on our approach to resolving complaints that we deal with.