Complaints Handling – Client Procedure – Final

Templar European Investment Services goal is to provide high quality investment services to its clients. The company defines a complaint as any objection a client may have with respect to the provision of any investment or insurance service provided by the company. The company takes complaints very seriously and considers any complaint to be of paramount importance.

 

If you have a complaint, we encourage you to, we encourage you to choose from the following available methods: 1. by calling us on (+356) 27761094 and requesting to speak with the Compliance Officer 2. by e-mailing us on info@templar-eis.com 3. By sending a letter to the Company’s address: 1 Triq Kannestru, Mellieha, MLH 2110. MALTA.

Upon receipt of any client’s complaint, the company will send a written acknowledgment to the client within five (5) business days from the date the complaint is received, confirming that the company will take all the required actions to resolve the complaint, as well as the approximate time required to do so.

 

The company will send a written response to the client within two (2) weeks from the date the complaint is received. If the client complaint has not been dealt with within the two (2) week period, the company shall send the client a written preliminary response informing him/her about the status of their complaint and shall inform him/her of the remaining steps that are going to be followed in order for the complaint to be resolved.

 

The company shall strive to resolve all complaints within an eight (8) week period from the date the complaint is received.

 

If any complaint is not resolved within an eight week period, the company will refer the complaint to the Office of the Arbiter for Financial Services 1st Floor, St. Calcedonius Square, Floriana FRN1530.

 

You may also refer your complaint to the Office of the Arbiter for Financial services;

Freephone Number: 8007 2366 Telephone Number: 21249245 E-mail: complaint.info@financialarbiter.org.mt Consumer website: www.financialarbiter.org.mt

 

For more detailed information on the Arbiters complaint processes, please follow this link;

https://financialarbiter.org.mt/en/the-complaint-process/Documents/The%20process%20of%20a%20complaint%20v4%20%2012%20December%202017.pdf

Last updated November 2018