It is our intention to provide an excellent service to all clients, however, we recognise that there may be occasions when you feel that this has not been achieved.
In the event where a customer makes a complaint to the company by means of any communication channels at their disposal (telephone, email, website, social media or in person at the office) the following procedure is to be adopted.
Customers are advised to refer any complaints to;
Complaints Officer
Spiral Insurance Brokers PCC Limited
72, Tigné Street,
Sliema SLM3172,
Malta
Tel: +356 21337380
Email: complaints@spiral.com
Once the complaint has been received;
1. The Complaints Officer shall upon receipt in writing acknowledge the receipt of the complaint.
2. The Complaints Officer will determine whether the complaint pertains to the service provided or the policy wording. If the complaint concerns the latter, it will be referred to the Insurance Company for direct handling.
3. When a complaint pertains to the service provided, the Complaints Officer will respond to the customer within a maximum of 15 working days from the date the complaint is received, offering a resolution to close the matter.
4. If the investigation of a complaint is not concluded within 15 working days from its receipt, the Complaints Officer will notify the customer of the reason for the delay and provide an estimated timeline for the completion of the investigation.
5. Once a final decision has been made the customer is notified of the Company’s response.
6. If the customer remains dissatisfied with the outcome, they will be informed of their right to refer the complaint to the Arbiter for Financial Services in Malta, for which the relevant contact details are provided below:
The Office of the Arbiter for Financial Services
N/S in Regional Road,
Msida MSD 1920,
Malta
Freephone: 80072366 (local calls)
Telephone: (+356) 21249245 (for foreign calls)
Mobile and Whatsapp: +356 79219961
Email: complaint.info@asf.mt
Website: www.financialarbiter.org.mt
You can also download a complaint form from: www.financialarbiter.org.mtor submit a complaint online through: https://financialarbiter.org.mt/oafs/enquiryThis is without prejudice to any other judicial action which you may wish to resort to.
The final decision by the Arbiter shall be provided in writing and should you disagree with the Arbiter's decision, you have the right to appeal such decision with the Arbiter, for which the Arbiter will issue a final court decision.
© 2024 Spiral Insurance Brokers PCC Ltd (Company Registration No. C 95214) is an enrolled company registered in the Brokers List, licensed and regulated by the Malta Financial Services Authority (MFSA) to transact business of Insurance Broking and is licensed to operate as a Protected Cell Company in terms of Companies Act (Cell Companies Carrying on the Business of Insurance) Regulations 2010.