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

N/S in Regional Road

Msida MSD 1920


The IVASS website provides further information about how to refer your complaint to IVASS and a template letter that may be used.