Client Complaint Handling Procedure

We are committed to resolving client complaints fairly, promptly, and effectively. This procedure outlines how we handle complaints in line with Malta Financial Services Authority (MFSA) requirements and guidelines from the Office of the Arbiter for Financial Services (OAFS).

What is a Complaint?

A complaint is any expression of dissatisfaction about our financial services, products, or related matters, whether submitted verbally, by email, letter, or online form. We encourage open communication to address issues early.

How to Submit a Complaint

Submit complaints in writing to our Compliance Officer by email: compliance@zeta-financial.com.

Alternatively you may write to us at:

Premiere Business Centre
Suite 1, Level 2
Constitution Street
Mosta, MST 1750, Malta

Include details such as your name, description of the issue, relevant dates, and any supporting documents.

Acknowledgment and Investigation

We acknowledge receipt within 3 working days from receipt of your complaint. An impartial senior official (e.g., Compliance Officer), not involved in the matter, will investigate.

Timelines for Response

We provide a final written response within 15 working days, detailing the investigation, our position, and any redress offered. If delayed by exceptional circumstances, we will notify you with reasons and a new timeline.

Final Response Details

The response includes:

Complaint summary and investigation outcome
Our final view
Redress if applicable, such as compensation or corrective action

If Unsatisfied with Our Response

If you disagree with our response or we do not resolve your complaint within the stated timelines, you may contact the Office of the Arbiter for Financial Services (OAFS):

Office of the Arbiter for Financial Services
N/S in Regional Road
Msida MSD1920, Malta

www.financialarbiter.org.mt
Tel: 80072366 / +356 2124 9245