Complaints Procedure

VING Insurance Brokers Ltd is committed to deliver the highest levels of service to all its cli-ents. We understand that a client might be dissatisfied with the level of service provided and thus we have devised a complaints procedure in order to enable us to manage any com-plaints accordingly.

We commit ourselves to treat all complaints positively, as we ultimately believe that a com-plaint gives us an opportunity to improve any possible shortcomings.

How to lodge your complaint

We strongly suggest that you first approach the person or department related, as they may be best placed to assist you and resolve your problem immediately.

If your concern cannot be resolved with immediate effect, we kindly ask you to put your complaint in writing including all details and how you feel it should be resolved, addressed to:

The General Manager
VING Insurance Brokers Ltd.
DAN Building, Level 2,
Sir Ugo Mifsud st, Ta’ Xbiex
Malta. XBX1431

Contact on landline
+356 2016 1622

Email
info@vinginsurance.com

All written complaints will be acknowledged within five (5) days of receipt whereby you will be informed when to expect our response. Within a period of no longer that fifteen (15) days, we will gather all relevant evidence and information in relation to your complaint and inform you what we think as well as what our suggestions are in order to resolve your complaint. There may be instances where we will not be able to conclude this process within fifteen (15) days, and we will advise you in writing about the causes of the delay as well as an indication when the investigation is likely to be completed.

Should we provide a final decision that does not fully satisfy your demands, you may refer your concern to:

The Office of the Arbiter for Financial Services,
First Floor, St. Calcedonius Square,
Floriana. FRN1530.

Freephone – 80072366
Telephone – 21249245
Website – www.financialarbiter.org.mt