Complaints Policy

Customer Complaints Management Policy
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Policy Statement
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At Lidion Bank (‘the Bank’), we believe that if a customers wishes to file a complaint or an expression of dissatisfaction, it should be easy for them to do so. It is our Bank’s policy to receive complaints and consider them as an opportunity to improve and provide better service. The purpose is to ensure that complaints are handled adequately and that all customer complaints are taken seriously. Our institution expects all staff to be fair, effective and efficient in complaint handling.

Introduction
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This policy and procedure sets out how the Bank receives, investigates and resolves complaints by customers, both prospective or existing, related to its products, services and staff.

It is designed to ensure proper consideration is given to each complaint in a way that is as fair and impartial as possible. All complaints will be taken into consideration.

Purpose
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This policy is intended to ensure that the Bank handles complaints fairly, efficiently and effectively, with the objective to ensure that the policy and procedures implemented are effective and efficient. Our intention is that complainants feel confident that their complaints and worries are listened to and acted upon promptly and equitably.

The Bank endeavours to build long term relationships with its customers by being supportive at anytime, especially when customers feel most in need.

With this procedure we aim to :

• Respond to questions raised by people who file complaints in a timely manner;
• Increase customer confidence in our administration process;
• Provide information that we can use to improve the quality of our products (if any), services
  and personnel.

The bank employees must work in good faith and without prejudice to the interests of the customer to minimize complaints.

What is a Complaint ?
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A complaint is any written or verbal expression of dissatisfaction about the product or services offered by the Bank or its staff or the action or lack of action taken regarding operations, facilities or services provided by a person or body acting on behalf of the Bank.

Who may complain?
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Any person, organisation or their representative, who is dissatisfied with the Bank’s products or services, for any reason, may submit a complaint.

No fee will be charged for submitting a complaint.

Role of the Complaints Manager
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In its determination to give complaints the expected priority and in order to receive, record, handle and reply to complaints, the Bank has designated an employee with the role of Complaints Manager.

How to complain
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Complaints may be submitted by adopting one of the following methods:

• Write to us at the following address :
  Postal : Trident Park, Block 3, Level 0, Mdina Road, Zone 2, Central Business District, Birkirkara CBD 2010, Malta
  Email : complaints@lidionbank.com via the Bank’s website (https://www.lidionbank.com/contact)

OR

• Call our Customer Service Centre on +356 2092 6000 (between 8am and 5pm, from Monday to Friday excluding Public Holidays)

Information to include when lodging a complaint

When making a complaint, a customer is requested to briefly set out all the facts regarding the issue and provide the following information:

• Name & Surname, I.D. Card number or Passport number if representative of an entity – the name of the entity and contact details;
• Date, venue and name of the contact person of the Bank;
• Copies of any documentation supporting the complaint.

Information and personal data provided in lodging a complaint, shall be treated in accordance with the Data Protection Act (Chapter 586 of the Laws of Malta).

The Bank reserves the right to provide information on complaints and complaints-handling to the Malta Financial Services Authority (MFSA) and, to an alternative dispute resolution entity in the case that a dispute remains unresolved.

Anonymous complaints

The Bank does take note of anonymous complaints. However, it should be kept in mind that the Bank may not be in a position to take specific action to address such complaints due to the anonymity.

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Acknowledgement and Withdrawal
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Acknowledgement of Complaints

The Bank strives to issue an acknowledgement letter or e-mail, within 2 working days of receipt of a complaint.

Withdrawal of complaints

Complaints may be withdrawn by a notification in writing to the Bank, stating the basis for the withdrawal.

Response to a complaint

In normal circumstances, the Bank should be in a position to process the complaint and respond within fifteen (15) business days from receipt of the complaint. In the exceptional circumstance that the Bank cannot provide a reply within 15 business days, the Bank shall send a reply indicating the reasons for the delay and specifying the deadline by which the complainant shall receive the final reply. In any case, the deadline for receiving the final reply shall be within a reasonable timeframe.

The Bank may respond to a complaint received by email, using the same medium. However, a written reply should be sent when warranted.

If the Bank needs more time to investigate the complaint, it will inform the complainant that unless he/she is prepared to concede more time to the Bank, he/she has a right to refer the matter by letter to The Office of the Arbiter for Financial Services, 1st Floor, St Calcedonius Square, Floriana, FLN 1530, Malta. +356 212 49245 or by email to complaint.info@financialarbiter.org.mt.

Monitoring, evaluation and reporting

The Complaints Manager maintains a record of all complaints so that the Bank is able to monitor the number and frequency of complaints, to help determine if there are any trends in the number and nature of the complaints received over time and how they have been dealt with, including any lessons learnt.

Rights of a complainant

A dissatisfied customer has the right to enquire on the status of the complaint by communicating with the Bank.

Rights of a complainant after the complaints process

Should a complainant be unsatisfied with the Bank’s reply or if agreement has not been reached with the Bank, the complainant may refer the matter to The Office of the Arbiter for Financial Services:

• by writing to The Office of the Arbiter for Financial Services, 1st Floor, St Calcedonius Square, Floriana, FLN 1530.
• Further information may be obtained from the Office of the Arbiter for Financial Services through
  • The official website: www.financialarbiter.org.mt,
  • By phoning on (+356) 2124 9245,
  • By sending an email – complaint.info@financialarbiter.org.mt