Complaint Handling

At Calamatta Cuschieri Moneybase plc (“we”, “us”, “our”, or the “Company”), we are committed to delivering high-quality services and fostering strong, lasting relationships with our clients. We recognise that, on occasion, issues may arise that prompt you to raise a complaint.

What is a Complaint?
A complaint is defined as any oral or written expression of dissatisfaction from a client relating to the provision of our services, including investment services, or any other regulated activity.

If you’re unhappy with our Service, we’ll try to put things right
If you wish to speak to someone about an issue that is concerning you, we strongly encourage you to first discuss the matter with your financial advisor – the individual who originally handled the transaction – or bring it to the attention to the relevant branch manager.

If you only have an online account, you may also contact us either through the live chat feature available our moneybase mobile app or by calling us on (356) 25 688 688. Our online support agents can often resolve concerns quickly. However, certain matters may require you to formally lodge a complaint.

How to lodge a Complaint?
If your financial advisor or our customer support team have not been able to satisfactorily resolve your issue, you may submit a formal complaint as follows:

Send a written letter to:

Complaints Handling Unit
Ewropa Business Centre,
Triq Dun Karm,
Birkirkara, Malta

Or use the Complaints Form at the bottom of this page to submit your complaint.

What information shall you include in your Complaint?
When submitting a complaint, we kindly ask that you clearly outline the facts of the issue and include the details:

• Client Code
• Full name and surname
• A description of the nature the complaint
• The type of Service and relevant product(s) involved
• Copies of any supporting documentation
• How we can put things right for you

 

Response to a Complaint
Once we receive your complaint, we will acknowledge it within two (2) business days.

We will also inform you about whether your complaint is admissible. If your complaint is deemed inadmissible, we will also provide a clear explanation outlining the reasons for inadmissibility.

Under normal circumstances, we aim to provide a final response within fifteen (15) business days from the date of receipt.

In exceptional cases where we are unable to meet this timeframe, we will inform you of the delay, explain the reasons behind it, and confirm when you can expect our final response

What happens if you remain dissatisfied?
If you remain dissatisfied with how we handled your complaint, you have the right to escalate the matter to the Arbiter for Financial Services by writing to:

Office of the Arbiter for Financial Services
N/S in Regional Road
Msida MSD1920
Malta

Further information may be obtained through the official website: www.financialarbiter.org.mt, Freephone (local calls): 8007 2366 and Telephone: (356) 21 249 245.