Complaints

We are committed to providing you with the best possible service and customer care. However, we understand there may be times where we fail to meet these standards. As we are authorised and regulated by the Malta Financial Services Authority, we take complaints extremely seriously and appreciate the opportunity to fully address your concerns.

How to raise a complaint

If you wish to raise a complaint, you can do so by:

• emailing [email protected]; or
• calling the Customer Resolution Team on +35627782989; or
• writing to Customer Resolution Team, Riverside Insurance Agency Malta Limited, 102, Suite 3, St. Catherine Street, Attard ATD 2605, Malta.

How will your complaint be handled?

We address all our complaints as formal. This means that you will receive an acknowledgement letter within 5 working days of receiving your complaint. The acknowledgement letter will detail our complaint handling process and reference the Financial Services Arbiter in Malta.

You will receive a final response letter from us within 15 working days from the first notification of your complaint. If we cannot resolve your complaint within this period, we will notify you in writing to confirm the reasons why and will aim to resolve your complaint within a further fifteen working days from this point.

What if we cannot resolve your complaint or you remain unhappy with our final response?

If we are unable to complete our investigations within the timescales detailed above, or you’re unhappy with our response, you may ask The Financial Services Arbiter in Malta to look at your complaint.

• emailing [email protected]; or
• calling The Office of the Arbiter for Financial Services on 00356 21 249 245; or
• writing to The Office of the Arbiter for Financial Services, N/S in Regional Road, Msida MSD 1920, Malta.

IMPORTANT: The Financial Services Arbiter (Malta) will expect you to have followed the above procedure before they accept your case.

If eligible, we will also provide you with referral rights to your local dispute resolution organisation. This may be a regulator, an ombudsman service, or another type of external dispute resolution scheme in your country, which will make an independent review of your complaint.

If you have purchased your contract online, and you are a resident of an EU country you may also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is www.ec.europa.eu /odr

The complaints handling arrangements above are without prejudice to your right to commence a legal action or an alternative dispute resolution proceeding in accordance with your contractual rights.