HOW TO FILE A COMPLAINT
Convera is always disappointed to hear that our clients are unhappy with the service received. Letting us know about any difficulties that you have faced gives us the opportunity to put matters right for you. Your feedback is important to us and helps us to improve the products and services we offer.
If you are unhappy and need to make a complaint, you can do so in one of the following ways:
MAKING A COMPLAINT
Visit our local office and speak to a member of our team.
W Business Centre, Level 5, Triq Dun Karm, Birkirkara By Pass,
+356 23289210 (normal rates apply)
We will resolve most complaints within fifteen working days. If we are unable to do so, we will contact you again, to keep you informed of our progress and indicate when we will issue the final response.
As soon as we have established all the facts and completed our investigation, we will provide you with a formal written response which will set out our findings and explain our final position. This response will be issued by e-mail, in PDF format. A postal copy can be supplied on request.
If you are not satisfied with the outcome of our investigation you may refer your complaint to your local governmental office Alternative Dispute Resolution (ADR) scheme. Contact details of these offices are available at:
In Malta, the applicable out-of-court body is the Arbiter for Financial Services. Our final response will therefore also include, where relevant, details of your right to contact the Arbiter for Financial Services, should you remain dissatisfied with our investigation or the outcome of your complaint.
Their contact details are shown below:
Office of the Arbiter for Financial Services
St Calcedonius Square
Freephone 80072366 (free for landline calls only)
+356 21249245 (normal call rates apply).
If you are phoning from outside Malta, +356 (or 00356) 21249245 (standard overseas call charges apply).
For more information visit www.financialarbiter.org.mt