Mulberry Insurance Brokers - Complaints Procedure

A3 Towers, Block A3, Level 13, Triq Il-Kanonku Karm M. Bologna, Paola. PLA 1560. Malta

+356 2099 7391

info@mulberrybrokers.com

Complaints Procedure

Complaints Procedure (English)

Mulberry Insurance Brokers Limited (“MIBL”/ the “Company”)is committed to provide the highest possible level of professional service to its clients. If, however, the client is not satisfied with the level of service provided the Company have devised a procedure as to how such complaints can be managed.

How do we deal with your complaint?

MIBL treat complaints with a positive attitude as the Company recognise that a complaint may highlight specific shortcomings in services offered which merit potential improvement in internal services or procedures. Accordingly, if a client feels that MIBL have failed to deliver in its promise to provide an excellent service, client is more than welcome to share his feedback where an immediate action will be taken.

How do you lodge a complaint?

Clients should first approach the person or the department who manages their business or their individual insurance arrangements and inform the Company about their issue or concern. If the issue cannot be resolved immediately, the Company will take note and register their concern. The Company commits itself to refer back to the client with feedback within three (3) days.

Should the client still remain unsatisfied, they should put their complaint in writing, addressed to the Managing Director, giving details of their concern and how they feel it should be resolved.

They may get in touch with MIBL at:

Mr. Ivan V. Buttigieg
Managing Director
Mulberry Insurance Brokers
A3 Towers, Block A3, Level 13
Triq Il-Kanonku Karm M. Bologna,
Paola, PLA 1560, Malta.
T: +356 2099 7391

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Click here to download the Company's client complaints' procedure in English
Click here to download the Company's client complaints' procedure in Maltese

All written complaints shall be acknowledged upon receipt . The Company shall provide a written response by not later than fifteen (15) working days from when the complaint was registered with a reply on the outcome. In the unlikely event that it is not possible to fully investigate or resolve the client’s complaint within the referenced period, MIBL will inform the client of the delay and the process and actions planned to be taken to provide a reply to the complaint in question.

Should the client still not be satisfied with the manner and response followed by MIBL, the client may contact the Office of the Arbiter for Financial Services, N/S in Regional Road, Msida, MSD 1920, Malta or call on Freephone 80 072 366 or (+356) 21 249 245.