All written complaints will be acknowledged within 5 days of receipt and the client will be informed when to expect a response on the outcome. Under normal conditions, a full inquiry would be undertaken within a maximum period of two weeks. The client will then be informed accordingly on how the issue can be resolved. In the unlikely event that it is not possible to fully investigate or resolve the client’s complaint within the refereed period, MIBL will keep them informed of the process and actions planned to be taken.
Should the client still not be satisfied with the manner and response followed by MIBL, the client may still contact the Office of the Financial Service Ombudsman at the Malta Financial Services Authority, Notabile Road, Attard BKR 3000, Malta, on 8007 4924 or 2144 1155.