Complaints Policy

We are committed to delivering an excellent service. If we do not meet your expectations, we endeavour to attend to your requirements as soon as possible.

If you have a complaint, please do contact us as soon as possible. You can do this by phoning our Helpdesk number (+356) 2132 2101 or alternatively calling us on our Freephone no. 8007 3388 (for callers within the Maltese Islands), emailing us at, or writing to us at:

Please do not send us your password, or other information which is confidential, by email or by post.

We will try to resolve your complaint on the phone or as soon as we reasonably can. In the case we notice that the matter will require more attention to be resolved, we will take your details and arrange for your complaint to be fully investigated and addressed as soon as possible. When we receive your complaint by email or by post, we will confirm this in writing (post and/or email) within five business days. It is important to note that in view of confidentiality consideration and in line with our security policy we reply via normal mail when confidential information is being transmitted.

If you are still not satisfied, or you do not wish to follow the above procedure you may also lodge a complaint in writing directly to:

For details of our complaints procedure, please see our website, contact us at the address shown above, or phone the Helpdesk number.

If you are not satisfied with our delivery on your complaint or if the above is not to your kind convenience you may direct your complaint to: