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Complaints Handling Procedure

1. Instructions

Andaria Financial Services (“Us/We”) strives to provide its customers (“You”) with an outstanding service and excellent customer care. We also value customer complaints as it assists us to improve the way we operate and deliver our services, always striving to improve. Thus, if you have a complaint, please do not hesitate to contact us in the manner set out below and we will do our utmost to resolve your issue.

Andaria aims to maintain the highest standards of quality in its service rendering and will hence take all necessary steps to ensure that any issues material to a complaint are not repeated in the future

2. How to Place a Complaint

Complaints regarding Andaria’s products / services / customer care are to be sent via e-mail to: complaints[at]andaria.com

 

In order to help us understand and deal with your issue as quickly as possible, please ensure that the complaint contains a clear description of the facts surrounding your claim, supported by documents/ evidence where possible.

 

Upon receipt of a compliant, an e-mail of acknowledgement will be sent to you within two business days.

3. Dealing with Your Complaint

We will then investigate the matter and strive to provide you with a final response without delay, and in any case, by no later than fifteen (15) days from the date of the submission of the complaint. In the unlikely even that a final response cannot be provided within the expected time limits, you will be provided with information regarding the causes of such delay and an indication of when the investigation is likely to be completed.

4. Further Options

Europe:

If, upon receiving our final decision, you are still dissatisfied with our resolution, you may escalate your complaint to the Office of the Arbiter of Financial Services (EU), by means of a formal letter addressed or electronically:

 

The Office of the Arbiter for Financial Services 1st Floor, St Calcedonius Square

Floriana FRN 1530 Malta

Email: complaint.info@financialarbiter.org.mt

 

https://financialarbiter.org.mt/oafs/complaint

 

United Kingdom:

If, upon receiving our final decision, you are still dissatisfied with our resolution, you may escalate your complaint to the Financial Ombudsman Service, by means of online submission via:

https://www.financial-ombudsman.org.uk/

Andaria Financial Services Limited and Andaria Financial Services UK Limited are licensed by the Malta Financial Services Authority and the Financial Conduct Authority respectively, as Payment Services and Electronic Money Institutions.
Registered office: Melita Court, 2nd Floor, Triq Giuseppe Cali c/w Triq Abate Rigord, Ta’ Xbiex XBX1420, Malta
Registered office: 3rd Floor, Hamilton House, Mabledon Place, London, WC1H 9BD, United Kingdom.

© 2022 Andaria.