S.L. 371.21 Art. 38Complaints. Cap. 555.

(1) Creditors shall put in place and apply adequate and effective complaint resolution procedures for the settlement of complaints of consumers concerning the rights and obligations arising from the provisions of these regulations.

Creditors shall make such complaint resolution procedures available in English or, upon the request of the consumer, in Maltese or in any other language agreed upon between the creditor and the consumer.

(2) Creditors shall make every possible effort to reply, on paper or on another durable medium, to the consumers’ complaints. Such a reply shall address all points raised, within an adequate time-frame and at the latest within fifteen (15) business days of receipt of the complaint.

(3) The creditor shall inform the consumer about the services offered by the Office of the Arbiter for Financial Services established by the Arbiter for Financial Services Act, which is competent to deal with disputes concerning the rights and obligations arising under these regulations.

(4) The information referred to in sub-regulation (3) shall be mentioned in a clear, comprehensive and easily accessible way on the website of the creditor, where one exists, at the branch, and in the general terms and conditions of the contract between the creditor and the consumer. The information referred to in sub-regulation (3) shall also specify how the consumer can access further information on the Office of the Arbiter and on the conditions for using such services.