Handling Complaints

The Access Bank Malta Limited takes great satisfaction in providing all of its customers with a high-quality service. We appreciate and value feedback on your experiences concerning our products and services and we would like you to reach out to us should you not be satisfied with the service provided, or if you feel that you have not been treated fairly.

All complaints may be brought to the attention of The Complaints Officer at The Access Bank Malta Limited Level 4, The Piazzetta Business Plaza Triq Għar il-Lembi Sliema SLM 1605 Malta, or via an email: complaints@theaccessbankmaltaltd.mt or by calling us on (+356) 23167900;

As part of our customer focused approach, it is our policy that:

• All complaints are investigated immediately and we will revert with a decision within 15 business days of receipt of the complaint. If for some reason we are unable to do so, we will revert with an interim reply, clearly indicating the reasons for the delay;
• If you are not satisfied with the outcome of our complaint handling and resolution, you have the right to refer the matter to the Officer of the Arbiter for Financial Services by post, email or telephonically at:
  The Office of the Arbiter for Financial Services
  First Floor
  St Calcedonious Square
  Floriana, FRN1530
  Malta
  Email: complaint.info@financialarbiter.org.mt
  Telephone: 80072366 or +356 21249245

Our Complaints Procedure Guide provides you, our customer, a quick overview on how to lodge a complaint should the situation arise. Information on the submission of complaints to the Office of the Arbiter for Financial Services is available from their website  www.financialarbiter.org.mt