Complaints Policy

Objective

MiFinity Malta Limited, herein after referred to as ‘MML’  or ‘the company’ is required to have in place a clear and effective procedures for the reasonable and prompt handling of complaints.

Each Client is important to MiFinity, and for this reason it believes that one should have the right to a fair, swift and courteous service at all times. This document sets out the complaints handling procedures that MiFinity will follow if an individual makes a formal complaint.

Scope

The scope of this document is there so that the MiFinity employees within the Customer Service department understand the importance and have the knowledge on how to handle any compliant that comes there way.

This document will assist them with a Step by Step guideline.

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.

Procedure to Make a Complaint

One can lodge a complaint by briefly setting out all the facts regarding the issue and providing useful information such as date, venue and name of the contact person, the nature of the complaint and copies of any documentation supporting the complaint. One may communicate one’s complaint via any of the following means: letter or email. 

By Mail: 

MiFinity Malta –

LEVEL 3 (SUITE 2507),

TOWER BUSINESS CENTRE,
TOWER STREET, SWATAR

By Form: 

Through the website – Complaints Policy

Course of Action Once a Complaint is Received

The complaint will be referred to MiFinity Client Services Manager, who is also the Complaints Manager – Mr Diogo Pedro.

In the event that the Complaints Manager is involved in the subject matter of the complaint, the complaint will be referred to the Compliance team. MiFinity will acknowledge the complaint in writing within 15 days in case MiFinity are unable to provide feedback within the 15 stimulated days, MiFinity will inform the customer that they will give a reply within the next 35 days.

The acknowledgement will provide the individual with the name and title of the person that is handling the complaint and who will have the authority necessary to investigate and settle the complaint.

Investigation of a Complaint

MiFinity will investigate the complaint fairly, consistently and promptly, and determine whether the complaint should be upheld, and (if appropriate) determine remedial action and / or redress. MiFinity will set out our conclusions in a final response to the individual filing the complaint. In case MiFinity decides that redress is appropriate, the company will aim to provide the individual with fair compensation for any acts or omissions for which the company is responsible. If the individual accepts the companies offer, the company will promptly provide the compensation to the individual.

The company 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. MiFinity will continue to do all it can to learn from the complaints it receives to improve its level of service to individuals in the future.

Course of Action is Complaint is not satisfactory

If one is not satisfied with the outcome of his/her complaint, he/she will have the right to bring his/her complaint to the attention of the ARBITER FOR FINANCIAL SERVICES.

Recording of Complaints

An excel spreadsheet is kept and updated by the Customer Service Manager.

Monitoring and Review

The Complaints Manager will monitor the effectiveness and review the implementation of this policy, regularly considering its suitability, adequacy and effectiveness. Any improvements identified will be made as soon as possible. Internal control systems and procedures will be subject to regular audits to provide assurance that they are effective.

This policy does not form part of any employee’s contract of employment and it may be amended at any time however it is a requirement that this policy is read by each employee and acknowledged as being understood.