Introduction

At CCFS (“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.

The Company strives to provide you with its services by acting honestly, fairly and professionally, and communicate with you in a manner which is fair, clear and not misleading in accordance with the best interests of its 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 administration and corporate service 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 service provided by us.

How to lodge a Complaint?

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

  • You may call at our Head Office on +356 25688688 and ask for a CCFS representative, or email us on [email protected]. To avoid misunderstandings, you are encouraged to send your complaint in writing, however if you lodge a complaint over the phone, we 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 CCFS.
  • You are requested to provide us with your complaint in writing and include details as to the nature and date of your complaint and service being offered by CCFS.

What information shall you include in your Complaint?

It is important that you present your complaint in a clear and concise manner by including all pertinent details of the service and the basis upon which you feel you have a legitimate complaint. When submitting a complaint, we kindly ask that you clearly outline the facts of the issue and include the details:

  • Full name and surname
  • A description of the nature the complaint
  • Details relating to the type of service being provided
  • 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.

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.