We, at National Insurance Brokers are committed to provide the highest level of customer service at all times. As a valued customer, you are right to expect fairness and a swift and courteous service at all times. If you are not satisfied with the service you receive from us, please do not hesitate to inform us by using our internal complaints’ procedure and we promise to deal with your complaint promptly, efficiently and fairly.
In the event of a complaint:

1. Please speak or write to one of our Senior Brokers quoting your policy/claim number;
2. We will provide you with our feedback normally within 24 hours but not later than 2 business days;
3. If following this feedback you still remain dissatisfied with the outcome or you feel that your complaint remains unsolved, please complete and submit the “Consumer Complaints’ Form” quoting your policy/claim number and providing us with information and details of your complaint and explaining why you feel dissatisfied.
   
   Kindly address such complaints form to
   The Managing Director
   National Insurance Brokers Ltd
   89, ATL Business Centre,
   Cannon Road, Sta Venera
   SVR9035
   Email:- This email address is being protected from spambots. You need JavaScript enabled to view it.
   
   
   
4. We will acknowledge your complaint promptly but in any case not later than 3 business days and we will tell you when you are to expect a full response;
5. In the meantime, we will investigate your complaint in detail and will keep you updated on progress. You will normally receive a full reply within one week unless the matter is complicated and we require input from third parties/insurers. In such a case, we will keep you updated on the progress being achieved and we will let you know when we expect to provide you with a full response.
6. Finally, if the final outcome of our complaints procedure does not resolve your complaint, you may opt to take your complaint to:

The Office of the Arbiter for Financial Services
New Street in Regional Road,
Msida
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Web: www.financialarbiter.org.mt

The Financial Arbiter will expect that you have a final response to your complaint from us before referring your complaint to them.
Please note that these complaint procedures will not affect in any manner your right to take legal action.