Complaint Handling

Calamatta Cuschieri Group strives to provide you with its investment services by acting honestly, fairly and professionally, and communicating with you in a manner which is fair, clear and not misleading in accordance with the best interests of their Clients and is subject to the requirements of the MFSA Conduct of Business Rules applicable to such licensed holders. We strive to behave with utmost good faith, integrity, due skill, care and diligence vis-à-vis our Clients. We aim to provide you with financial solutions that satisfy your needs and requirements and place your interests as our priority.

We understand, however, that over the course of our business relationship, you may have a complaint in relation to a product or investment service provided by us.

Accordingly, below are the details of how to make a compliant:

• You may call at one of our branches, Freephone, and email or write to the address. You are urged to send your complaint in writing, however, if you lodge a complaint over the phone or through one of our financial advisors or have a meeting, the financial advisor will follow up on your complaint in writing, and it is in your interest to read this complaint summary carefully and send a signed copy to CCIS.
• You are requested to provide us with your complaint in writing and include details as to the nature of your complaint, including where possible the type of Investment Service and the relevant Product or financial Instruments.
• It is important that you present your complaint in a clear and concise manner by including all pertinent details of your investment or service and the basis upon which you feel you have a legitimate complaint.

We wish to inform all our esteemed customers that we have a complaint-handling policy and procedures in place to deal with customer complaints promptly. In this respect upon receipt of your complaint, immediately send you an acknowledgement in writing.

We will seek to gather all information and evidence to assess the merits of your complaint in order to determine whether we are in a position to uphold your claim or otherwise.

We are required to provide you with a reply by not later than fifteen working days from when the complaint is received by our team.

In the case where your complaint cannot be upheld, we are bound to advise you that should you be dissatisfied with the manner in which your complaint has been addressed by us, you may refer your complaint in writing to the Arbiter for Financial Services, at ‘Office of the Arbiter for Financial Services, N/S in Regional Road, Msida MSD1920, Malta‘ or visit www.financialarbiter.org.mt.

To submit a complaint, kindly send a letter addressed to:

Complaints Handling Unit
Calamatta Cuschieri
Ewropa Business Centre,
Triq Dun Karm, B’Kara – Malta

Should you prefer to contact us directly, you may do so on +356 25 688 688 or via our contact page