We are committed to providing high-quality services to all our clients. However, we recognise that there may be occasions where you have concerns regarding our services.
You should bring any issue of concern to the attention of the person handling your case or transaction and the person assisting you will make every effort to resolve the issue. In the event that the issue is not resolved, you can avail of this internal complaints procedure. To avail of the procedure, the complaint should be made in writing and sent to the email address [email protected].
When the written complaint is received, it will be brought to the attention of the Head of the respective Department which is handling your case and/or transaction. If the issue is unable to be resolved within the department or if the complaint concerns a Head of Department, the complaint will be brought to the attention of Mr Clive Caruana.
The complaint will then be recorded in the firm’s Complaints Register and the client will be sent a written acknowledgement within three working days from the receipt of the complaint.
The relevant documentation in relation to the case/transaction will be reviewed by the Head of Department, or Mr Clive Caruana if applicable, and discussed with the person assisting you. You will be sent a full written response within 14 working days of the receipt of the written complaint.