TAXEA Limited (hereinafter the „Company”) is committed to providing high quality services to all its clients. However, it is recognized by the Company that there may be occasions where you have concerns regarding our services.
1. Purpose of this Policy
This policy is designed to provide guidance on the manner in which the Company receives, investigates and resolves complaints by its clients, related to its products, services and staff
2. Availability of Complaints Policy
This Complaints Handling Policy, which incorporates a guide on how to complain, is available on the Company’s website
3. How to complain
You should bring any issue of concern to the attention of the person handling your case or transaction and the person assisting you will make every effort to resolve the issue. In the event that the issue is not resolved, you can avail of this complaints procedure. To avail of the procedure, the complaint should be made in writing by email titled „Official Complaint” and sent to both email addresses email@example.com and firstname.lastname@example.org.
4. Response to a complaint
The complaint will then be recorded in the Company’s Complaints Register and the client will be sent a written acknowledgement within three working days from the receipt of the complaint.
The relevant documentation in relation to the case/transaction will be reviewed by the Board of Directors and you will be provided with a full written response within 15 working days of the receipt of your written complaint.
5. Rights of a complainant
The complainant has the right to enquire as to the status of his/her complaint by communicating with the Company.
6. Rights of a complainant after the complaints process
Should a complainant be unsatisfied with the Company’s reply or no agreement was reached with the Company, one may refer the matter to The Office of the Arbiter for Financial Services by writing to: The Office of the Arbiter for Financial Services, 1st Floor, St Calcedonius Square, Floriana, FLN 1530. Further information may be obtained through the official website: www.financialarbiter.org.mt, Telephone: (356) 2124 9245. Email – email@example.com. https://financialarbiter.org.mt
Approved on 24th February 2020 by the Board of Directors:
Ms Elinor Borg Barbara and Ms Angele Muscat