This Policy, Schedule and Endorsement(s) (if any) together are evidence of the contract between you and Middlesea Insurance p.l.c. based on the information given to us and the declaration made on the proposal form. In return for receiving and accepting the premium, we will provide insurance within the Travel Destination noted in the Schedule accordance with the terms and conditions of this Policy. You should read these documents and check them carefully to ensure they provide you with the cover you require. It is important that you should advise us immediately whenever any changes occur that affect what you have told us. Middlesea Insurance p.l.c. (C-5553) is authorised by the Malta Financial Services Authority to carry on both Long Term and General Business under the Insurance Business Act, 1998.

Unless both you and we agree otherwise, this contract of insurance is Maltese and is governed by and according to Maltese Law and is subject to the exclusive jurisdiction of the Maltese Courts. With regards to the cover provided and the indemnity payable under this Policy we will pay only in respect of judgements, orders or awards that are delivered by or obtained from a court within Malta or within the territory where the incident occurred subject to the Travel Destination noted in the Schedule, or in Arbitration in Malta under Maltese statutory provisions. Moreover, we will not pay in respect of any judgement, order or award obtained in Malta for the enforcement of a judgement or arbitration award obtained elsewhere except in respect of a judgement, order or award obtained subject to the Travel Destination noted in the Schedule or to costs and expenses of litigation recovered by any claimant from you or any other insured person entitled to indemnity under this Policy which costs and expenses of litigation are not incurred in Malta or in the territory where the incident occurred in the Travel Destination noted in the Schedule.

This Policy applies only to persons resident in Malta who are undertaking conventional non-working holidays or business trips where no manual work is undertaken. We should be advised if you intend to include a planned sporting activity during your trip.

Health Warranty – Claims under Sections 1 (Cancellation and Abandonment) and 2 (Emergency Medical and Associated Expenses and Hospital Benefit) of this Policy will only be entertained if such claims are not a direct or indirect result of any preexisting medical condition of the insured person or of any travelling companion. World-Wide Emergency Assistance – In the event of a claim under Sections 2 (Emergency Medical and Associated Expenses and Hospital Benefit), 3 (Delayed or Missed Departure and Hijack) and 6 (Personal Accident) of this Policy you may contact our Assistance Centre on the telephone number stated in the Schedule. Policy cover limits – the most we will pay under each Section of the Policy for each insured person is shown in the Schedule.

Wherever you see the following words or phrases, they will have the meanings shown next to them and are shown in bold print. Any word or expression to which a specific meaning has been given has the same meaning wherever it appears unless the context requires otherwise: Accident or accidental mean a sudden unexpected event which happens after the start date of the Policy and results in your bodily injury or other loss or damage covered by this Policy. Abandon or abandonment mean returning to your home before the scheduled return date. Bodily injury mean your death or injury to your body (including your disappearance arising therefrom) other than by your deliberate act caused solely by violent accidental external and visible means. This does not include any disease, sickness or naturally occurring condition or gradually operating or degenerative process. Cash means coins and notes including foreign currency which are current legal tender.

Close business associate means someone you work with in Malta and who if you were both away from work at the same time would prevent the business from running properly. Close relative(s) means your mother, father, sister, brother, wife, husband, partner who lives at the same address as you and shares your financial responsibilities (not including business partners or associates), fiancé(e), daughter, son, grandparent, grandchild, parent-in-law, son-in-law, daughter-in-law, sister-in-law, brother-in-law, step-parent, step-child, step-sister, step-brother, aunt, uncle, cousin, nephew, niece, legal guardian or foster parent or child. Credit and Debit Cards means credit, debit, cheques, bankers or cash dispenser cards. Doctor means a registered practising member of the medical profession not related to you or to anyone with whom you are travelling. Endorsement(s) means any alteration made to the Policy which has been agreed by us in writing. Excess (es) means the first part of any claim which you have to pay yourself.

Excluded activities means (i) engaging in professional sports of any kind, rock-climbing or mountaineering which requires the use of ropes or guides, potholing, parachuting, hand-gliding, organized team football, or sub aqua diving; (ii) engaging in or practicing for speed or time trial, sprints or racing of any kind (other than on foot); (iii) engaging in winter sports or the use of dry ski-slopes (unless the appropriate additional premium has been paid in which case the excluded activities are ski-racing, ski-jumping, ski-boarding, snowboarding, ice hockey, and the use of bob sleighs or skeletons). Home means your permanent private residential address in Malta. Loss of limb means total and permanent loss of use of your entire hand, arm, foot or leg or amputation at or above the wrist or ankle. Malta or Maltese mean the, or of the, Republic of Malta including any recognized sea passage within the Republic. Period of insurance mean the period which starts from your leaving your normal place of residence or business and shall terminate on your return thereto but shall not exceed the number of days stated in the Schedule.

In the case of Cancellation cover as specified in Section 1 (Cancellation and Abandonment) of this Policy, the period of insurance starts from the date of issue of the Policy. Permanent total disablement means a total and permanent disability which medical evidence confirms will prevent you from doing any kind of paid work for the rest of your life. Personal Money means cash, travelers’ cheques, postal and money orders, nonrefundable pre-paid tickets, travel tickets, hotel vouchers. Personal belongings means luggage, clothing, valuables, sports equipment, musical instruments and other items which you normally wear or carry with you. All such items must either belong to you or be your legal responsibility. Plan means Low Cost, Economy or Club as stated in the Schedule. Policy means this booklet, the Schedule and any endorsements all of which are to be read together. Schedule means the document containing your name and address, the period of insurance, the sections of this Policy which apply, the premium you have to pay, the amounts for which you are covered and details of any extensions or endorsements. Total Loss of Sight means complete and permanent loss of sight. Travelling Companion(s) means any other person travelling with you. Trip means any return journey that starts and finishes from your home or place of business in Malta and, unless agreed otherwise, which lasts, or is scheduled to last, for no more than 180 days. Unattended means where you are not in full view of or you are not in a position to prevent the unauthorized taking of your property.

Valuables means antiques (not including furniture), items of gold, platinum, silver or other precious metals, jewellery, watches, furs, binoculars, telescopes, photographic, audio and video equipment. We or us or our mean Middlesea Insurance plc. You or Your or Yourself or Insured Person mean the person or people named in your Policy Schedule. A. We will pay you for: a. travel and accommodation expenses, including kennel and cattery fees, that you have already paid or contracted to pay and which you cannot get back including prepaid car hire, excursions, tours or activities, if it is necessary and you cannot avoid cancelling or abandoning your trip; and b. reasonable extra travel costs if it is necessary and you cannot avoid abandoning your trip, if

i. you or your travelling companion(s) or your close relative(s) is seriously injured, falls seriously ill, is quarantined or dies;
ii. you or your travelling companion(s) is called for jury service or as a witness in a Maltese court of law during the period of insurance;
iii. you or your travelling companion(s) is involuntarily made redundant and registered as unemployed with the Employment & Training Corporation;
iv. your home or that of your travelling companion(s) is made unfit to live in by fire, explosion, storm, flooding or impact by aircraft which happen after you have purchased this Policy or booked your trip, whichever is the later;
v. you or your travelling companion(s) being required by the police authorities to stay at home or at the place of work as a result of burglary or theft at either of the premises; vi. you or your travelling companion(s) have your vacation leave withdrawn or cancelled. Provided that, if you or your travelling companion(s) are members of the armed forces, police force, fire, nursing or ambulance service or employees of the Government of Malta such withdrawal or cancellation could not reasonably have been expected at the time of purchasing this Policy;
vii. you or your travelling companion(s) being prevented from travelling because of a Maltese Government restriction arising from an epidemic or pandemic;
viii. the journey is unavoidably cancelled as a result of the departure from Malta being delayed for at least 24 hours. B.

We will also pay you for:

a. reasonable extra travel and accommodation costs incurred due to the unavoidable lengthening of your trip; and
b. travel and accommodation expenses, including kennel and cattery fees, that you have already paid or contracted to pay and which you cannot get back including prepaid car hire, excursions, tours or activities, if your journey by air or sea is cancelled due to extreme weather conditions, natural catastrophes or labour strikes provided that such cancellation could not reasonably have been expected at the time of purchasing this Policy. We will not pay any claim:

SECTION 1 – Cancellation and Abandonment

i. for redundancy caused by misconduct, resignation or voluntary redundancy or if you or your travelling companion(s) knew of the redundancy before you purchased this Policy or booked your trip, whichever is the later;
ii. if you or your travelling companion(s) not wanting to travel;
iii. arising from your not having the correct passport, visa or other travel or entry documents;
iv. for additional travelling expenses if, in advance of your trip, you did not purchase a return ticket to Malta;
v. resulting from any medical condition of any of your close relative, close business associate, travelling companion(s) or any other person upon whose health your trip depends and of which you were aware before you purchased this Policy or booked your trip, whichever is the later. A. If you fall ill, become injured or die during your trip we will pay you for: a. emergency medical treatment outside Malta including rescue services to take you to hospital; b. emergency dental treatment for the immediate relief of pain only; c. the cost of burying or cremating you in the country outside Malta where you die or the additional cost of returning your body or ashes to your home; d. the cost of additional room only accommodation expenses of a similar standard to the one you had for your trip if you are advised by a doctor that you should stay longer than you intended; e. the additional cost of your returning home if you cannot use your return ticket to Malta; f. the additional cost if it is medically necessary for you to return home; g. the reasonable extra travel and room only accommodation costs under (d), (e) and (f) Above, of one relative or friend who has to travel or stay with you, providing both a doctor and we believe it is necessary.

SECTION 2 – Emergency Medical and Associated Expenses and Hospital Benefit

B. In addition, we will also pay you the amount shown in the Schedule: a. for every 24 hours you are being treated as an in-patient in a hospital outside Malta towards incidental expenses you have to pay such as telephone calls; b. for any additional treatment required in Malta within a maximum period of 3 months after your booked return date. We will not pay any claim for: i. costs incurred following your decision not to return to Malta after the date when, in our opinion, it was safe for you to do so; ii. the cost of in-patient hospital treatment or going home early not authorized by us in advance; iii. the cost of any non-emergency treatment or surgery including exploratory tests which are not directly related to the illness or injury for which you originally went into hospital; iv. any form of treatment that your treating doctor and we think can reasonably wait until you return to Malta; v. cosmetic surgery; vi. medication which at the time your trip started you knew that you would need while you were away; vii. any additional costs because you have a single or private room; viii. treatment or services provided by a health spa, convalescent or nursing home or any rehabilitation centre.

A. In the event of the international transport by aircraft, ship or train on which you are booked to travel is delayed in leaving Malta at its scheduled time of departure on your outward journey or on the final part of your journey back to Malta, we will pay you: a. the amount shown in the Schedule for every 12 hour period you are delayed; b. your unused travel and accommodation expenses which you have already paid or contracted to pay and which you cannot get back after you have been delayed for more than 24 hours on your outward journey from Malta, you choose to abandon your trip; c. the unused kennel or cattery fees which you cannot get back.

SECTION 3 – Delayed or Missed Departure and Hijack

B. If as a direct result of: a. the interruption of scheduled public transport services caused by labour disturbances, civil disturbance, mechanical breakdown or bad weather; b. the vehicle in which you are travelling is involved in an accident or breaks down; you arrive at the final point of international departure too late to board the international transport by aircraft, ship or train on which you were booked to travel on your outward journey from Malta or on your final part of your return journey to Malta, we will pay you for the cost of reasonable accommodation and travel expenses to allow you to reach your destination. C. We will also pay you the amount shown in the Schedule for every 24 hours that you are restrained in the event of the hijack of the mode of transport on which you are travelling. We will not pay for: i. any claim caused by a strike or industrial action that was public knowledge when you purchased this Policy or you booked your trip, whichever is the later; ii. delay or abandonment caused by your failure to check in at your departure point in time; iii. any claim where the carrier has offered reasonable alternative transport. We will pay you: A. for loss of your personal money and financial loss arising from any credit and debit cards issued in Malta to you being stolen or accidentally lost and subsequently used by someone other than you during your trip; B. the cost to replace or repair (after deducting for wear and tear and depreciation if applicable) your personal belongings if during your trip these are accidentally damaged, lost or stolen; C. the cost to purchase essential items if your luggage is temporarily lost on the outward journey and you are without it for more than 12 hours; D. reasonable and necessary extra travel, accommodation and communication expenses in order to obtain temporary or replacement travel documents if such are accidentally damaged, lost or stolen whilst you are abroad; E. for the rental vehicle policy excess or the cost of repairing the vehicle, whichever is the lower, if you are involved in an accident with a rented vehicle or if such vehicle is stolen during your trip.

SECTION 4 – Your Money, Belongings, Travel Documents and Rental Vehicle Excess

We will not pay for: i. any loss or theft which you do not report to the police and obtain a written report from them within 24 hours of discovery; where it is not possible to obtain a police report, you must provide other independent proof of your loss such as a letter from your transport company or hotel; ii. any loss as a result of a delay, detention or confiscation by customs or other officials; iii. loss or theft of personal money or travel documents not carried on you or in your attended hand luggage whilst you are travelling; iv. loss due to confiscation, depreciation in value or errors or omissions in receipts, payments or accountancy or non-abidance with credit and debit cards regulations. v. loss of or damage to or theft of personal belongings which you have left unattended unless there is evidence of forcible and violent entry into a locked room or in a safe or in a locked boot of a locked vehicle; vi. shortages due to a mistake or loss due to a change in exchange rates; vii. loss or theft of travellers cheques if you have not complied with the issuer’s conditions or where the issuer provides a replacement service; viii. damage to suitcases unless they are no longer usable; ix. household goods or anything shipped as freight or under a bill of lading; x. cracking, scratching or breaking of glass (other than lenses in cameras, binoculars, telescopes or spectacles), china or similar fragile articles and any other loss caused by any breakage; xi. loss of or damage to or theft of contact or corneal lenses, hearing aids, dental or other medical fittings including artificial limbs; xii. loss of or damage to or theft of items used in connection with your job, occupation or business; xiii. loss of or damage to or theft of valuables you are not carrying with you or on you unless you have kept them in a safe or a safety deposit box or locked accommodation; xiv. sports equipment which is damaged or broken whilst being used; xv. musical instruments not kept in locked hard-shelled cases; xvi. perishable goods, bottles or cartons or any other loss caused by their breakage. We will cover you against your legal liability for damages, claimant’s costs and expenses arising from an accident during your trip if anyone is accidentally injured, falls ill or dies or property is accidentally lost or damaged. We will pay your defense costs and expenses if we agree to do so in advance. In the event of your death, we will also cover your legal personal representatives in respect of your liability covered by this Policy provided that your legal personal representatives observe the terms of this Policy so far as they can apply.

SECTION 5 – Your Liability to Others

We will not pay for or cover any liability arising from: i. any fines, penalties, punitive or exemplary damages; ii. someone being injured or falling ill or dying while they are working for you or being employed by you; iii. death of or injury to people who are members of your household or who are close relative(s) or your travelling companion(s); iv. loss of or damage to property which belongs to you or is in your care or which belongs or is in the care of members of your household or your close relative(s) or your travelling companion(s); v. the carrying out of contracts of the sale or supply of goods or services or your doing your job, occupation or business; vi. your owning or occupying any land or building except for your occupation of temporary holiday accommodation. We will cover you for accidental bodily injury during your trip which directly results in your: a. death; b. loss of limb (one or more) and/or the total loss of sight in one or both eyes; c. permanent total disablement after 104 weeks unless compensation has already been paid to you under (b) above. We will not pay for any claim: i. for sickness, disease, nervous shock or naturally occurring condition or degenerative process; ii. arising from your disappearance because your body has not been found within 12 months of its disappearance unless we are satisfied that you had sustained accidental bodily injury resulting in your death and the person to whom payment will be made agrees in writing to refund to us the amount paid if you are found to be living. In addition to the specific exclusions and exceptions under each Section of this Policy, we will not pay for any of the following or anything arising therefrom: i. the excess(es) shown in the Schedule; ii. costs, expenses or fees for preparing any claim you make under this Policy; iii. for a medical condition if any insured person has travelled against the advice of a doctor or would be travelling against the advice of a doctor if they had taken such advice; iv. for a medical condition for which you were planning to obtain medical treatment during your trip;

SECTION 6 – Personal Accident General Exclusions

v. if you were receiving or awaiting medical or surgical treatment at the time of purchasing this Policy;
vi. if you were suffering from a serious or chronic illness and/or injury which required consultation or treatment during the past 12 months;
vii. if you did not receive or have the recommended inoculations and/or took the recommended medication;
viii. any anxiety state, depression, mental, nervous or emotional disorder which was diagnosed before you purchased this Policy or booked your trip, whichever is the later;
ix. pregnancy or childbirth where the expected date of delivery is less than 12 weeks, or 16 weeks in the case of a multiple pregnancy before your commencement date of your trip;
x. your suicide, attempted suicide, intentional self-injury or deliberate exposure to danger unless in an attempt to save someone’s life;
xi. your being under the influence of alcohol, solvents or drugs except drugs prescribed by a doctor other than for the treatment of drug abuse; xii. your taking part in any flying or other aerial activities of any kind other than as a fare paying passenger in a fully licensed carrying aircraft; xiii. your motorcycling as a rider or passenger on a machine in excess of 125cc; xiv. your motorcycling as a rider or passenger on a machine not in excess of 125cc unless you wear a crash helmet and, as a rider, you hold a valid driving license for the country in which it is being used; xv. your involvement in manual work of any kind; xvi. your participation in expeditions or excluded activities unless otherwise showed as covered in the Schedule;
xvii. your participating as a crew member on a vessel travelling from one country to another;
xviii. any claim made for unused travel or accommodation arranged by using air miles or similar promotions;
xix. any claim for refund of any costs for persons not named in this Policy; xx. any claim for management fees, maintenance costs or exchange fees associated with timeshares or similar arrangements;
xxi. any claim made because you did not enjoy your trip; xxii. costs and expenses in connection with maintenance services or for which a manufacturer, supplier or service provider is responsible under warranty or contract; xxiii. loss or damage which happens gradually or is caused by subsidence, heave or landslip;
xxiv. loss or damage caused by or resulting from rust, corrosion, wet or dry rot, mould, vermin, insects, fungus, deterioration or wear and tear, movement, settlement or shrinkage, defect in construction or installation, faulty design, latent defects or poor workmanship or the use of faulty materials, depreciation, loss of value, atmospheric or climatic conditions, the action of light, ingress of water, any gradually operating cause, process of cleaning, washing, repair, alteration or restoration;
xxv. your owning or using animals (except domestic animals), firearms, any aircraft of any description including unpowered flight, motorized vehicles, boats or other vessels of any description other than manually propelled watercraft, and any other form of motorized leisure equipment; xxvi. loss, damage liability or expense directly or indirectly caused by or contributed to by or arising from: a. ionising radiations from or contamination by radioactivity from any nuclear fuel or from any nuclear waste or from the combustion of nuclear fuel; loss or damage and liabilities due to or arising from chemical and biological substances not used for peaceful purposes are also excluded; b. the radioactive, toxic, explosive or other hazardous or contaminating properties of any nuclear installation, reactor or other nuclear assembly or nuclear component thereof; c. any weapon of war employing atomic or nuclear fission and/or fusion or other like reaction or radioactive force or matter; d. pressure waves from aircraft or other aerial devices travelling at sonic or supersonic speeds;
xxvii. loss, damage cost or expense of whatsoever nature directly or indirectly caused by, resulting from or in connection with any of the following: a. war, invasion, act of foreign enemy, hostilities or warlike operations (whether war be declared or not); b. civil war, military rising, insurrection, civil commotion assuming the proportions or amounting to an uprising, rebellion, revolution, military or usurped power, martial law or looting or pillaging in connection therewith; c. confiscation or nationalisation or requisition or destruction of or damage to property by or under the order of any government or public authority or any act or condition incident to any of the above; xxviii.a. personal injury or bodily or loss or damage to or loss of use of property directly or indirectly caused by seepage, pollution or contamination, provided always that this General Exclusion xxviii shall not apply to liability for personal injury or bodily injury or loss of or physical damage to or destruction of tangible property or loss of use of such property damaged or destroyed, where such seepage, pollution or contamination is caused by a sudden, unintended and unexpected happening during the period of insurance;

b. the cost or removing, nullifying or cleaning up, seeping, polluting or contaminating substances unless the seepage, pollution or contamination is caused by a sudden, unintended and unexpected happening during the period of insurance;
c. fines, penalties, punitive or exemplary damages arising therefrom; xxix. a. direct or indirect loss or damage caused by computer viruses or to equipment which fails correctly to recognise data representing a date in such a way that it does not work properly or at all; b. legal expenses, legal benefits and/or legal liability arising from computer viruses or from equipment which fails correctly to recognise data representing a date in such a way that it does not work properly or at all;

c. for the purposes of this General Exclusion xxix, equipment includes computers and anything else insured by this Policy which contains a microchip. Computers include hardware, software, data electronic data processing equipment and other computing and electronic equipment linked to a computer. Microchips include integrated circuits and microcontrollers. Computer viruses include any programme or software which prevents any operating system, computer programme or software working properly or at all.

1. If before the expiry of the period of insurance you are prevented, due to your bodily injury or illness, from making your intended return journey, the duration of this Policy is extended automatically without additional premium for up to a maximum of 30 days. In this event we shall continue to pay medical treatment under Section 2 (Emergency Medical and Associated Expenses and Hospital Benefit) of this Policy subject to the maximum amount shown in the Benefits and Limits for the plan you have selected as specified in the Schedule, for this period or such extension of this period as is medically certified as being necessary.

2. We will provide cover under this Policy only if the material information you gave us when applying for insurance or when making a claim is true as far as you know. To be covered by this Policy, you must keep to the terms, conditions and Endorsement(s) of this Policy.

3. You must do all that you reasonably can to prevent loss or damage to property insured under this Policy and to maintain such property in a sound condition.

4. As soon as you become aware of an event or cause that may lead to a claim under this Policy, you or your legal representatives must: a. tell us immediately and provide us at your own expenses all the information and help we need; b. tell the police immediately about any property which has been lost, stolen or maliciously damaged; c. do all you can to recover any lost or stolen property; d. tell the issuing authority immediately about any lost or stolen credit and debit cards; e. forward us immediately and unanswered any writ, summons or other legal documents served on you or your family in connection with any claim or legal liability arising from injury or damage; f. not discuss, admit, reject or negotiate on any claim with anyone else without our written permission.

5. Where fraud (including exaggeration) is detected, claims will not be paid and we may refer the matter to the police for criminal prosecution. The Policy may not only be rendered invalid but we may also take other action consistent with our legal rights.

6. a. Following the settlement of any claim, any salvage becomes our property. You must not, however, abandon property to us but await our instructions as to its disposal. b. We may take over and conduct in your name with complete and exclusive control, the defense or settlement of any claim. GENERAL CONDITIONS c. We may at our expense and for our own benefit start legal action in your name to recover compensation from others in respect of any amount paid or payable under this Policy. d. For any claim or series of claims arising from one event involving legal liability covered by this Policy, we may either pay up to the limit shown in the Schedule less any amounts previously paid or any lower amount for which we can settle your claim. Once we have made the payment, we will have no further liability for your claim.

7. If any loss, damage or liability which you are claiming for under this Policy is covered by any other insurance, we will pay only our proportionate share of that claim.

8. a. If we disagree about the amount to be paid under this Policy (liability being otherwise admitted), you and we have the right to refer to arbitration. We will write to you to inform you of this option and must then write and tell us if you want to proceed. An arbitrator will be appointed in accordance with the statutory provisions in force at the time as amended or replaced from time to time. The apportionment of the costs and expenses of the arbitration will be determined by the arbitrator. The making of an award is a condition precedent to any right of action against us. b. Using the arbitration procedure does not preclude you from appealing against the arbitrator’s decision in a court of law.

9. If you are not entirely satisfied with the protection provided by the Policy you have purchased from our website, you have a right to cancel the said Policy within 14 days of the date of issue or receipt of the terms and conditions, whichever is the latter provided to you and provided you would not have lodged a claim under the Policy. We will refund you the Policy premium you have paid but not the government stamp duty. Notification in writing together with the Policy Schedule must be mailed to us. The cancellation option is not available if the departure date is within 14 days from date of issue or receipt of the terms and conditions. We are committed to providing good quality services. We recognize however that clients may not be satisfied with the service provided. To deal with this we have a complaints procedure. For the sake of clarification a complaint is broadly defined as being a written expression of dissatisfaction with services that we provide or actions we have taken that require a response. We distinguish complaints from queries. Queries are challenges to specific decisions in specific circumstances.


How to complain

Step 1 – Contacting us The first step is to talk to a member of our staff or of the intermediary if your Proposal was arranged through one. This can be done informally either directly or by telephone. Usually the best staff member to talk to will be the person who dealt with the matter you are concerned about as they will be in the best position to help you promptly and to put things right. If they are not available or you would prefer to approach someone else then ask for the manager or senior person responsible. We will seek to resolve the problem immediately. If we cannot do this then we will take a record of your concern and arrange the best way and time for getting back to you. This will normally be within 2 working days.

Step 2 – Taking your complaint further If you are still unhappy the next step is to put your complaint in writing, addressing it to our Complaints Officer, setting out the details, explaining what you think went wrong and what you feel would put things right. If you are not happy about writing a letter you can always ask a member of staff to take notes of your complaint which you will be then asked to sign. You will be provided with a copy for your own reference. This record will be passed promptly to the Complaints Officer to deal with. Once our Complaints Officer receives a written complaint, s/he will arrange for it to be fully investigated. Your complaint will be acknowledged in writing within 5 days of receiving it and the letter will say when you can expect a full response. This should normally be within 3 weeks unless the matter is very complicated such as where other organisations need to be contacted. Where this is the case we will still let you know what action is being taken and tell you when we expect to provide you with a full response.

Taking your complaint elsewhere If you are still not satisfied with the Complaints Officer’s response, you can always seek advice elsewhere. You may contact the Consumer Complaints Manager at the Malta Financial Services Authority on 8007 4924 or 2144 1155. Following these procedures will not affect your right to take legal action. Ref: TRV POL 01.01.13 v1