Complaints Procedure

Mulberry Insurance Brokers Limited 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 client’s issue cannot be resolved immediately, the Company will take note and register their concern. The Company commit itself to refer back to the client with feedback within three 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 3Triq Il-Kanonku Karm M. Bologna,Paola, PLA 1560,Malta.
T: +356 20997391
Click here to Send Email

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.