Making a complaint

Making a complaint if things go wrong

Sometimes you are not happy with a financial product or service. This may not be anyone’s fault but simply because of the nature of the product. For example you might be investing regularly to build up a target sum and the investment might not grow as fast as you had hoped. If the final value fails to meet your target, you may feel disappointed. The fact that investments grow at unpredicatble rates, and cann fall as well as rise in value, is not usually a valid reason for complaint. In some (...) Read more

Step 1 – Take stock

How should I word my complaint to the Intermediary? You can phone direct to the intermediary to make a complaint but make sure you note the name of the person you spoke to and the date and time you called. Keep this in a safe place - it is a record of your complaint. Following your phone call with a letter is important. Your letter needs to be clear, simple and must include essential information. You are less likely to get a good result if your letter is sarcastic or abusive. Here are (...) Read more

Step 2 – Take action

What happens if I am still not satisfied with the way my complaint has been handled by the intermediary? If you are still not satisfied and you feel that you have exhausted all possible ways to resolve your complaint, then you can contact the MFSA to lodge your complaint. We welcome hearing from you because your complaint may be the one that alerts us to a bad intermediary or an unfair practice that needs to be changed. The MFSA will look at the details of your case, ask for extra (...) Read more