- How we handle complaints
- When we receive your complaint
- Resolving your complaint
- If there is a delay in resolving your complaint
At NSFX Ltd. we are Committed to giving you a high standard of service. In case you are unhappy with the service you have received, we will make every effort possible to give you every opportunity to put things right and hence sort out complaints satisfactorily. However, if this is not possible and your complaint is more complicated, we will refer you to our dedicated Consumer Complaints Manager whose primary responsibility is to deal with complaints from retail clients arising from transactions involving persons regulated by the Malta Financial Services Authority (MFSA). Our Consumer Complaints Manager is expected to deal with complaints fairly, consistently and in a timely manner.
* Described below is a detailed explanation of what our internal complaint handling procedure entails
We will write to you or to your personal representative promptly to let you know that we have received your complaint. We will also explain how we intend to deal with it. If your complaint was made to us by phone, this letter will confirm our understanding of your concerns, also giving you a chance to tell us if we have gotten it wrong.
We will look into your complaint and if we need more information from you to resolve the issues involved, we will write to you or phone you to explain what we need. Of utmost importance is that we will consider your case impartially on its own merits after adequate discussion with you and all the parties concerned. Once we have completed a thorough investigation, we will write to you to let you know our findings:
Our response will cover the outcome of our investigation together with our final view on the issues raised in the complaint; and where relevant the details of any redress that is being offered by us. In the event that you do not accept the redress proposed by us, or that your complaint has not been upheld, you will be able to lodge a complaint in writing with the Consumer Complaints Manager at the Malta Financial Services Authority (MFSA) Notabile Road, Attard BKR3000, Malta.
Our regulator, the Malta Financial Services Authority (MFSA), expects us to resolve most complaints within a reasonable time. We are committed to achieving this and where possible, resolving complaints even sooner. If we do not have all the information we need to resolve the issue and need to collect additional information, or if there is a delay for any other reason, we will write to you to let you know what is happening. In the event your complaint takes longer than two months to resolve, we will write to you at that time to explain why. Our Complaints Manager shall not investigate complaints if more than 12 months have passed since you became aware of the circumstances giving cause to the complaint. Or if more than 6 months have passed since you were notified in writing that your complaint was not upheld. So if you are not happy about any service provided by us please do not hesitate to let us know.