Feedback and complaints

Your feedback is invaluable to helping us assist you – and all our customers – better. It helps us maintain a high standard of service and provide products and services that meet your needs.

If you have a suggestion, we want to hear it.

If you have received exceptional service from someone, we would love to hear about it, too. Our colleagues always appreciate receiving your positive feedback – because we let them know about it.

If we missed the mark on something, we want to learn from your experience to make things better. So we record the details of every formal complaint we receive.

We'll send you an acknowledgement within 48 hours and continue looking into the matter. We aim to respond to all complaints in full within 10 days.

We would appreciate one last chance to put things right if you feel we haven't resolved things properly. If we've misunderstood something, a further review may help us resolve the complaint to your satisfaction.

If you're an existing customer and use our online banking then the quickest and most secure way to submit a complaint is it :

1. Log on to online banking. 
2. Select 'Help and support'. 
3. Select 'Secure messages' which is located under the 'Contact us' list from the menu at the top of the screen.
4. Use the 'Send us a message' button.

If you don't have online banking, use this form to submit a complaint. You'll need to complete all of the fields in the form, including selecting a preferred branch, as this field is mandatory. However, we'll only arrange a branch appointment if necessary. Alternatively, you can call us on +356 2380 2380.

Please note that if your complaint is account specific, or contains personal confidential information, you are kindly requested to contact us on +356 2380 2380.

If you still feel that your concern hasn't been dealt with to your complete satisfaction, you can write to the Arbiter of Financial Services via the Arbiter for Financial Services website or:

Office of the Arbiter for Financial Services
N/S in Regional Road
Msida MSD1920

Malta