English
Complaints Procedures
HOW NSFX HANDLES COMPLAINTS
At NSFX Ltd. we are committed to giving clients the highest standard of service. If a client is displeased with the service provided, NSFX will do everything within our power to achieve an amicable resolution to the situation. However, if this is not possible, NSFX has a dedicated Consumer Complaints Manager whose primary responsibility is to deal with complaints from retail clients arising from transactions involving persons regulated by the Malta Financial Services Authority (MFSA). NSFX’s Consumer Complaints Manager deals with complaints fairly, consistently and in a timely manner.
WHEN WE RECEIVE YOUR COMPLAINT
Upon receipt of a client complaint, NSFX will promptly write to the client or their representative to let them know the complaint has been received. NSFX will also explain how it intends to deal with it. If a complaint was made to NSFX by phone, this letter elaborates our understanding of the client’s concerns, giving them the opportunity to rectify any misunderstandings that NSFX may have.
RESOLVING YOUR COMPLAINT
NSFX will assess client complaints and if further information is required will write to or phone the client to explain what is required. It is imperative that clients understand that all complaints are considered impartially and on their individual following adequate discussion with the clients and all parties concerned. Once NSFX has completed a thorough investigation, a letter will be sent to the client advising them of the findings.
The response will cover the outcome of the investigation together with NSFX’s assessment of the issues raised in the complaint, and, where relevant, details of any redress that offered by NSFX.
In the event that the client is unsatisfied with proposed redress or that the client’s complaint has not been upheld, they may lodge a complaint in writing with the Consumer Complaints Manager at the Malta Financial Services Authority (MFSA) Notabile Road, Attard BKR3000, Malta.
IF THERE IS A DELAY IN RESOLVING YOUR COMPLAINT
NSFX’s regulator, the Malta Financial Services Authority (MFSA), expects NSFX to resolve most complaints within a reasonable time. NSFX is committed to achieving this and to resolve all complaints in as timely manner as possible. If NSFX does not have all the information required to resolve the issue and needs to collect additional information, or if there is a delay for any other reason, NSFX will write to the client with a status update.
In the event that the complaint takes longer than two months to resolve, NSFX will write to the client at that time to explain why. NSFX’s Complaints Manager will not investigate complaints where more than 12 months have passed since the client became aware of the circumstances giving cause to the complaint or if more than 6 months have passed since the client was notified in writing that their complaint was not upheld.