Complaints Management Procedure
Beachfront Advisory Services Ltd (the “Company”, “we”, “us” or “our”) has established this Complaints Management Procedure to provide information to natural or legal persons wishing to submit a complaint to the Company (the “Complainant”).
This Procedure defines our approach to complaints handling and sets out the process for receiving, handling and resolving complaints, with the aim of ensuring that all complaints are handled promptly, fairly, consistently and efficiently.
Filing a Complaint
Complaints may be made free of charge and ideally in writing, addressed to the Complaints Management Function of the Company, using one of the following methods:
Mr Edward Gatt, Executive director, eg@beachfrontas.com
Address
Office H, 189, Wine Pressers’ Wharf, Marsa, MRS 1912, Malta
Complaints can be made verbally, in which case the Company shall make a summary of the Complaint and request the Complainant to confirm in writing the said summary and send a signed copy of the Complaint to the Company.
The Complainant should provide the Company with as much detail as possible to enable the Company to resolve the concerns fairly, effectively and promptly.
The Complainant should provide us with at least the following information:
Name and address of the Complainant;
Contact details of the Complainant (e.g. telephone number and/or email address);
If the Complaint is being handled by an external representative, include external representative name and contact details;
A description of the Complaint and how it affected the Complainant;
Supporting documentation for the Complaint; and
When the incident(s) occurred.
Should a Complaint be made verbally, the Company shall make a summary of the Complaint and request the Complainant to confirm the summary in writing. If the Client makes a Complaint but does not follow-up in writing, the Company will nevertheless investigate the Complaint.
Acknowledgement
When the Company receives a Complaint, it shall acknowledge receipt of the Complaint in writing within two (2) business days of receipt of the Complaint.
Investigation and Resolution
The Company will investigate all complaints competently, diligently, impartially and fairly, considering all relevant evidence and information. Where necessary, an independent person or external legal adviser may be appointed to assist with the investigation.
The Company will issue a written final response to the Complainant without unnecessary delay and, in any event, within fifteen (15) business days of receiving the complaint. The final response will explain the Company’s decision in clear, plain and understandable language and may uphold the complaint, offer redress without upholding it, or reject the complaint with reasons.
Where the investigation cannot be completed and a final response cannot be issued within fifteen (15) business days of receipt of the complaint, the Company will inform the Complainant of the reasons for the delay and provide an indication of when the investigation is expected to be completed.
Referral to the Office of the Arbiter for Financial Services
If the Complainant is dissatisfied with the Company’s final response, they may refer the complaint to the Office of the Arbiter for Financial Services, where applicable.
The Arbiter for Financial Services can be contacted as follows:
Address
Office of the Arbiter for Financial Services
N/S in Regional Road
Msida MSD 1920
Malta
Telephone
Freephone (local calls): 8007 2366
Telephone: (+356) 21 249 245
Further details may be found at: http://financialarbiter.org.mt
Closing Complaints
A Complaint is closed when the Client indicates in writing their acceptance of an earlier response from the Company or when the Arbiter for Financial Services informs the Company in writing that the Complaint has been closed.
