Before you make a complaint

Our comprehensive FAQs section provides answers and solutions to many common queries.


If you still want to make a complaint

If you still have a problem, please let us know and we’ll do everything we can to sort it out straight away. By making a complaint, you’re giving us the opportunity to investigate and improve our service.

We believe that many issues can be resolved over the phone. Please feel free to contact us on +44-203-530-5044 and one of our specialists will be happy to assist.

If you would prefer, you can also email us at, or you can download our Complaints Form.


What happens next

You will receive an acknowledgment letter or email within two working days to confirm that we have received your complaint. This will contain a complaint reference number which you will need if you want to speak to us.


Please bear with us

While we hope to resolve customer complaints as quickly as possible, we want to ensure that your complaint is satisfactorily dealt with. We will send you a response within 15 days of receiving the complaint. Should we need more time to investigate, we will inform advise you accordingly. We will also keep you promptly updated with regards to any significant progress throughout the investigative period.


If you’re not satisfied with our response

If for any reason we haven’t been able to resolve your complaint within 15 days, or you’re not satisfied with our decision or answer, you can refer your complaint to the Office of the Arbiter for Financial Services by sending an email to or by writing to:

The Office of the Arbiter for Financial Services
First Floor
St Calcedonius Square
Floriana FRN1530
T: +356-2124-9245

Further information may be obtained through the official website