At Fenlex, we are committed to providing you with the highest standards of service and customer care. However, we recognise that there may be occasions where we do not meet your expectations. As Authorised Persons licensed and regulated by the Malta Financial Services Authority (MFSA), we take all complaints seriously and welcome the opportunity to address any concerns you may have.
We believe that you are entitled to fairness, transparency, and a prompt response at all times. All complaints are treated with equal importance and are handled with efficiency, professionalism, and due care. Should you wish to raise a complaint, we encourage you to do so through any of the channels outlined below.
We wish to inform you that we have a Complaints Handling Policy and Procedure in place to deal with customer complaints promptly.
How to Submit a Complaint
If you wish to raise a complaint, you may do so by contacting the Compliance Officer through any of the following channels:
– Email: complaints@fenlex.com
– Phone: +356 2124 1817
– Post: Fenlex Corporate Services Ltd., The Compliance Officer, 187, Pinto House, Wine Presses Wharf, Marsa, MRSA 1912, Malta
We encourage you to first discuss any concerns directly with the Fenlex employee(s) you have been dealing with, or with their immediate superior, as many issues can be quickly resolved at this stage.
If you are not satisfied with the response, you may formally submit your complaint to the Compliance Officer using any of the channels listed above. Please note that no fees are charged for lodging a complaint.
To help us process your complaint efficiently, we kindly ask that you provide the following information:
– Your full name and contact details
– A clear description of your concern
– Any relevant supporting documentation
We recommend completing our Client Complaint Form below, to ensure all necessary details are included.
What Happens Next
We will acknowledge receipt of your formal complaint within three (3) business days.
We aim to resolve complaints within fifteen (15) business days. If we require more time, we will keep you informed of the progress and provide an expected timeframe for our final response.
Our final response letter will include:
– The outcome of our investigation,
– Fenlex’s final position on the matter,
– Details of any redress offered (if applicable),
– Information on your right to escalate the complaint to the Office of the Arbiter for Financial Services, as detailed below.
In any case, a final response will be issued within thirty-five (35) business days from the date of receipt of the complaint.
Escalation
If you are not satisfied with the outcome of your complaint, you have the right to escalate the matter to the Office of the Arbiter for Financial Services (OAFS) in writing.
Complaints to the OAFS can be submitted by completing the online Complaint Form (available in English and Maltese) and sending it to the Arbiter together with the required supporting documents and the applicable fee.
We strongly advise you to carefully review the steps outlined on the OAFS website and seek independent advice before lodging a complaint.
You can contact the OAFS through the following channels:
– Website: www.financialarbiter.org.mt
– Freephone: 8007 2366 (free when calling from a Maltese landline; standard charges apply otherwise)
– Landline: +356 2124 9245
– Email: complaint.info@asf.mt (Note: Do not submit complaints or related queries via this email address. Use the online form instead.)
– Post: Office of the Arbiter for Financial Services, N/S in Regional Road, Msida MSD 1920, Malta
Please note that the complaints handling procedures described above are without prejudice to your right to initiate legal proceedings or alternative dispute resolution processes as permitted by your contractual rights.