Complaints Policy

Introduction

MiFinity Malta Limited is duly authorised and regulated by the Malta Financial Services Authority (“MFSA”) as a Financial Institution under the Financial Institutions Act 1994 (Chapter 376 of the Laws of Malta) Registration Number C64824. We are required to have in place clear and effective procedures for the reasonable and prompt handling of complaints. Each of our clients are important to us, and we believe you have the right to a fair, swift and courteous service at all times. This document sets out the complaints handling procedures that we will follow in the event that you make a complaint.

Definition Of A Complaint

For the purpose of regulatory requirements on complaints procedures, a complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the financial services provider provision of, or failure to provide, a financial services activity. A complaint must involve an allegation that the complainant has suffered, or may suffer, financial loss, material inconvenience or material distress.

How To Make A Complaint?

You may communicate your complaint via any of the following means: letter, email, telephone or via webchat.
By Mail: MiFinity Malta Limited, LS3 – Digital Hub Malta Life Science Park, San Gwann, SGN3000, Malta.
By Telephone: + 44 28 9587 0100.
By Email: Complaints@mifinity.com

What Will We Do Once We Have Received Your Complaint?

Your complaint will be referred to our Client Services Manager. In the event that the Client Services Manager is involved in the subject matter of the complaint, your complaint will be referred to our Compliance Manager. We will acknowledge your complaint in writing within 3 working days.

Investigating And Resolving Your Complaint

We will investigate your complaint fairly, consistently and promptly, determine whether the complaint should be upheld. We will set out our conclusions in a final response to you.

Our Timetable In Responding To You

Once we have acknowledged your complaint, we will keep you informed of our progress. We will deal with your complaint within 15 working days or within eight weeks (in exceptional circumstances) of us receiving your complaint. We will send you either a final response or a written response which:

  • explains why we are not in a position to make a final response to you and when we might be expected to provide one;
  • informs you whether you are now entitled to refer the complaint to the Office of the Arbiter for Financial Services (“OAFS”).

Allow us to complete our internal Complaints Procedure before you refer your concerns to OAFS.

OFFICE OF THE ARBITER FOR FINANCIAL SERVICES

If you are not satisfied with the outcome of your complaint, you have the right to bring your complaint to the attention of the OAFS as follows:
By Mail: Office of the Arbiter for Financial Services, First Floor, St Calcedonius Square, Floriana FRN1530, Malta.
By Telephone: 80072366 (Freephone from Malta only) or (+356) 21249245
The OAFS does not receive complaints by email, however enquires may be sent to complaint.info@financialarbiter.org.mt.

Closing Complaints

We will regard your complaint as closed once we have sent you a final response MiFinity Malta Ltd is committed to ensuring that all complaints received are handled fairly, consistently and promptly and that the firm identifies and remedies any recurring or systematic problems, as well as any specific problems identified by a complainant. We will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future.

Questions

If you have any questions about our complaints process, please contact our Client Services Department at + 44 28 9587 0100 between the hours of 8:00am and 5:30pm Monday to Friday UK time or email clientservices@mifinity.com

Complaints Form

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