1. Our objective
Customer satisfaction is very important to us. We, the European Depositary Bank SA Malta Branch, are committed to provide our services in the interest and to the fullest satisfaction of our customers. The following rules are the basis of our internal complaint management and guidelines for dealing with complaints.
Customer complaints are understood as all statements made by customers with whom they express their dissatisfaction with the services of the European Depositary Bank S.A. Malta Branch or their employees and/or service providers.
We take your indications as an opportunity to improve our services, quality and processes continuously.
2. Complaints procedure
If you have a complaint, please contact your customer advisor. You can address a complaint to us in person or by post, email, fax or telephone. Of course, all complaints will be processed free of charge.
As soon as we receive a complaint, we will process it immediately. If a complaint is expected to take longer to process due to its complex circumstances, you will receive an acknowledgement of receipt within seven working days of the complaint being received, and an interim report within one month. This report will contain further information, such as the progress and the estimated processing time of your complaint.
If you do not receive a satisfactory response, you may provide the necessary information in relation to the complaint to the Office of the Arbiter for Financial Services.
Please note that if you opt for this procedure, the application must be submitted to the Arbiter within a period of 15 days from the date of the delivery of a decision. Complaints received after this deadline maybe inadmissible.
3. Contact
By post
European Depositary Bank SA Malta Branch
Quad Central, Q3 Level 9,
Triq L Esportaturi, Zone 1, Central Business District,
Birkirkara CBD 1040,
Malta
By phone
+356 2 792 2501
By email
complaintsmaltabranch@eudepobank.eu
Contact Office of the Arbiter for Financial Services:
By post
Office of the Arbiter for Financial Services
First Floor, St Calcedonius Square,
Floriana FRN1530,
Malta
By email
www.financialarbiter.org.mt
By phone
+353 2 124 9245
