IFSM – Complaints Handling Policy

At IFSM we are committed to delivering fast, efficient, and dedicated service to all our customers. As part of our customer-focused approach, we have established a clear policy to ensure that any concerns or complaints are addressed fairly and promptly.

Our Commitment to You:

• All complaints are handled fairly, professionally, and resolved as quickly as possible.
• Each complaint is promptly brought to the attention of our Complaints Officer.
• You can expect courteous, respectful, and efficient service throughout the complaint-handling process.
• Should you remain unsatisfied with the outcome. You reserve the right to escalate your complaint to the Office of the Arbiter for Financial Services.

Complaints Procedure Guide

This guide has been developed to provide you, our valued customer, with a clear and concise overview of how to lodge a complaint, should the need arise. Our goal is to make the process as straightforward and transparent as possible, ensuring your concerns are heard and addressed promptly.

Download Complaints Procedure Guide below:

• Complaints Procedure Guide.pdf - English version
• Gwida dwar il-Proċedura tal-Ilmenti.pdf - Maltese version