Complaints

Introduction

We are committed to providing you with the best possible service and customer care. However, we understand there may be times where we fail to meet these standards. As we are authorised and regulated by the Malta Financial Services Authority, we take complaints extremely seriously and appreciate the opportunity to fully address your concerns.

How to raise a complaint

If you wish to raise a complaint, you can do so by:

• emailing crt@riversidemalta.com.mt; or
• calling the Customer Resolution Team on +356 8006 2048; or
• writing to Customer Resolution Team, Riverside Insurance Agency Malta Limited, 102, Suite 3, St. Catherine Street, Attard ATD 2605, Malta.

How will your complaint be handled?

We address all our complaints as formal. This means that you will receive an acknowledgement letter within 5 working days of us receiving your complaint. You will be informed of the name of the individual that will be your point of contract regarding your complaint until the complaint is responded to with a final resolution.

You will be provided with an update on the progress of the investigation of your complaint, in writing, within twenty (20) business days of the complaint being made.

A decision on your complaint should be provided to you within forty (40) business days of the complaint being made. If we are unable to resolve your complaint within forty (40) business days, you will be advised of the expected timescale in which the complaint should be resolved.

What if we cannot resolve your complaint or you remain unhappy with our final response?

Should you remain dissatisfied with the final response or if you have not received a final response within forty (40) business days of the complaint being made, you may be eligible to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). The contact details are as follows: -

• Emailing complaint.info@fspo.ie; or
• By writing to the Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place , Dublin 2 D02 VH29, Ireland; or
• By telephone on +353 1 567 7000

For more information, please see online at www.fspo.ie.

Alternatively, you may refer your complaint to The Financial Services Arbiter in Malta: -

• By email at complaint.info@asf.mt; or
• By writing to the Office of the Arbiter for Financial Services, N/S in Regional Road, Msida MSD 1920, Malta; or
• By telephone on 00356 21 249 245

IMPORTANT: The Financial Services Arbiter (Malta) will expect you to have followed the above procedure before they accept your case.

If eligible, we will also provide you with referral rights to your local dispute resolution organisation. This may be a regulator, an ombudsman service, or another type of external dispute resolution scheme in your country, which will make an independent review of your complaint.

If you have purchased your contract online, and you are a resident of an EU country you may also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is ww.ec.europa.eu/odr

The complaints handling arrangements above are without prejudice to your right to commence a legal action or an alternative dispute resolution proceeding in accordance with your contractual rights.