Introduction

This document describes our internal complaints handling procedures for handling any expression of dissatisfaction, whether verbal or written, and whether justified or not, about our provision of, or failure to provide, a service.

Receiving complaints

Our objective is to provide a high standard of service to you at all times.  However, we recognise that things can go wrong occasionally and, when this occurs, we are committed to resolving matters promptly.  If you find that you wish to make a complaint about our service or about a claim, please contact us in one of the following ways:

By telephone:      +44 117 9745770

By email:              info@amariz.co.uk

By letter:              Amariz Limited, Imperial House, 1 Harley Place, Bristol, BS8 3JT, United Kingdom

Please quote your client reference and policy number and, where possible, enclose copies of relevant correspondence.

Amariz Limited is only responsible for receiving a complaint and all correspondence will be relayed to Artex Insurance Brokers (Malta) PCC Limited – Amariz Cell (“We”), who have the overall oversight and responsibility of complaints.

Acknowledgement of complaints

Amariz Limited will acknowledge receipt of any complaint upon receipt, in writing.  Where a complaint is made verbally, Amariz Limited will prepare a summary of the complaint and request the complainant to confirm in writing the said summary.

Investigation of complaints

Complaints shall be investigated by Artex Insurance Brokers (Malta) PCC Limited – Amariz Cell.  Once the information/documentation is gathered, an investigation regarding the complaint will commence.

Responding to complaints

In the first instance, We will review your complaint.  Utmost importance is given to communication in plain language, which is clearly understood.

A response will be provided by not later than fifteen working days from when the complaint was received.  Where the investigation of a complaint is not completed within fifteen working days from receipt of the complaint, We will:

  1. Inform the complainant about the causes of the delay;
  2. Provide an indication as to when the investigation is likely to be completed.

A final decision will be provided in writing.  If the complainant is not satisfied with the final decision, the complainant may refer the complaint to the Office of the Arbiter for Financial Services established under the Arbiter for Financial Services Act (Cap.555).

Office of the Arbiter for Financial Services

Should you require to contact the Office of the Arbiter for Financial Services, the contact details are as follows:

No complaints are accepted by email.

Contact by Telephone:

  • If you are phoning from Malta, you can call on free phone 80072366 (free for landline calls only). You may also call on 21249245 (normal call rates apply).
  • If you are phoning from outside Malta, call on +356 21249245 (standard overseas call charges apply).

Contact by mail:

Office of the Arbiter for Financial Services

First Floor, St Calcedonius Square

Floriana FRN 1530

Malta

Contact by email:

For any other enquiries the office can be contacted on: complaint.info@financialarbiter.org.mt