Complaints

Complaints

AQA Capital Limited (“AQA”, “we”, “us” or “Company”) is subject to the supervision of the Malta Financial Services Authority (“MFSA”). The Company has adopted a Complaints Handling Policy and Procedure for managing complaints in an effective manner. If you have a cause to complain to the Company, we will endeavour to resolve any concerns fairly, effectively and promptly.

Filing a Complaint

Complaints should preferably be submitted in writing and addressed to the Company’s Complaints Management Function, the CEO, Ms Elaine Bonnici, using one of the following methods:

Complaints may also be made verbally. Where a complaint is made verbally, we may ask the complainant to provide the complaint in writing or confirm in writing the accuracy of a summary prepared by the Company. A complaint will nevertheless be investigated even where the complainant does not subsequently provide written confirmation.

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 at least the following information:

• • Name, address and contact details of the complainant;
  • 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;
  • Any supporting documentation for the Complaint; and
  • When the incident(s) occurred.

Acknowledgement, Investigation and Response

The Company will acknowledge receipt of your complaint in writing within seven (7) business days. Your complaint will be investigated promptly, fairly and with due regard to avoiding conflicts of interest.

The Company aims to provide a final response within two (2) months of receiving your complaint. If this is not possible, we will inform you of the reason for the delay, the expected timeframe for completion and your available options for further recourse.

Following completion of the investigation, the Company will communicate the decision and, where applicable, any proposed action. Where you are not satisfied with the outcome, we will explain the reasons for our decision and inform you of the available avenues for further recourse.

Further Recourse

If you are not satisfied with the outcome of your complaint or the manner in which it has been handled, you may, where applicable, refer the matter to the Office of the Arbiter for Financial Services:

Office of the Arbiter for Financial Services
N/S in Regional Road
Msida MSD 1920
Malta

Freephone: 8007 2366
Telephone: (+356) 2124 9245 / (+356) 7921 9961

Further information is available from the Office of the Arbiter for Financial Services.