Complaints Handling Process

Clients are encouraged to submit their complaint in writing. Complaints are to be addressed to Mr Pietro Aulisio and sent to e-mail address complaints@elp-group.com and should include information about the nature and/or cause of your complaint.

Each complaint is investigated impartially and is handled as follows:

  1. The Company acknowledges receipt of your complaint within seven (7) working days;
  2. Internally, your formal complaint is escalated to the senior management of the Company;
  3. A final reply on the outcome is given to you within fifteen (15) working days from receipt of the complaint. But, since our aim is to continue to offer a high standard of service, we target to answer to your complaint before this time-frame and as soon as practicably possible;
  4. If you will not be satisfied with our final response, you will then have the right to lodge your complaint at the Office of the Arbiter for Financial Services at a cost of Eur25. Their contact details are as follows:
    Address:
    Office of the Arbiter for Financial Services
    First Floor, St Calcedonius Square
    Floriana FRN 1530, Malta
    Tel:
    +356 21249245
    E-mail:
    complaint.info@financialarbiter.org.mt
    Website:
    www.financialarbiter.com.mt