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Malta complaints handling

There are no specific definitions of a complaint or a complainant under the Maltese regulation.

The existing EIOPA definitions should be applied.


Definition of a complaint (EIOPA definition)

A statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or service he/she has been provided with. Complaints handling should be differentiated from claims handling as well as from simple requests for execution of the contract, information or clarification.


Definition of a complainant (EIOPA definition)

A person who is presumed to be eligible to have a complaint considered by an insurance undertaking and has already lodged a complaint e.g. a policyholder, insured person, beneficiary and in some jurisdictions, injured third party.



A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.

A final response to be provided in writing, within 15 (fifteen) working days of the complaint being made. .


External Dispute Resolution

Office of the Arbiter for Financial Services

1st Floor

St Calcedonius Square

Floriana FRN 1530




Tel: 80072366 (from inside Malta)


Tel: +356 212 49245 (from outside Malta)


Mobile and Whatsapp: +356 79219961



Submitting a complaint online:

Website: Website: