Complaints Procedure
Our goal is to give excellent service to all our customers, but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all our customers’ problems promptly. To make sure we provide the kind of service you expect, we welcome your feedback. We will record and analyse your comments to make sure we continually improve the services we offer.
What will happen if you complain?
We will acknowledge your complaint upon receipt.
We aim to resolve complaints within 10 working days.
Once an assessment and full investigation of your concerns have been made, we will respond with a decision. Most of our customers’ concerns can be resolved quickly but occasionally more detailed enquiries are needed. If this is likely we will contact you with an update and give you an expected date of response. This will not be beyond 15 working days from the date of your first complaint.
In the unlikely event that we are unable to conclude within this time period, we will write to you explaining why and provide you with an indication of when we expect the matter to be concluded.
What You Should Do
Kindly speak to your usual insurance advisor or your Thomas Smith Insurance Agency Ltd contact.
If you remain dissatisfied or feel your complaint remains unsolved, please write to the Managing Director, Thomas Smith Insurance Agency Ltd, Polidano Buildings, Entrance A, Triq Hal Farrug, Luqa, LQA 3078, Malta quoting your policy number or claim number in any correspondence.
If you feel your complaint remains unsolved you may also write to the Managing Director, GasanMamo Insurance Ltd, Msida Road, Gzira, GZR 1405, Malta quoting your policy number or claim number in any correspondence.
If, after making a complaint to us, you are still unhappy and feel the matter has not been resolved to your satisfaction, you may wish to refer the matter to the Office of the Arbiter for Financial Services, N/S in Regional Road, Msida, MSD 1920, Malta, email on [email protected] or Telephone on 8007 2366 or 2124 9245. The Office of the Arbiter for Financial Services will expect you to have our final reply to you in writing before they accept your case so kindly ensure you have this before approaching them.
Access to the Arbiter for Financial Services is only applicable in terms of the Act to a natural person or micro-enterprise which employs fewer than 10 persons and whose annual turnover or annual balance sheet does not exceed €2,000,000.
Your right of legal action
Following these procedures will not affect your right to take legal action.
COMP/PR/0426