Complaints Policy

AIB is committed to provide the highest possible level of professional service to its clients. If however, for any reason you are not satisfied with the level of service which we have provided, we shall investigate your complaint thoroughly in line with our Complaints Procedure which provides how any such complaints are to be handled.

This process, identifying the complaints procedure for AIB’s clients must be made available to both customers and prospective customers and it shall be published on the website of AIB.

How we handle your complaint?

We treat complaints with a positive attitude as we recognise that a complaint may highlight specific shortcomings in our service which merit improvement in our services or procedures.

If you feel that we have failed to deliver in our promise to provide an excellent service please tell us. We promise to do our utmost to handle the complaint fairly and in a timely manner.

No charges whatsoever will be levied by AIB on the complainant in relation to the handling of any complaint.

We will ensure that the complainant’s information and personal data will always be treated by us appropriately in accordance with the applicable legal framework.

We will always ensure that any possible situations of conflicts of interest in complaints management will be prevented and identified and appropriately managed;

How do you lodge a complaint?

You should first approach the person or the department which handles your insurance requirements and inform them of your problem or concern, as they may be best placed to assist you and address the issue immediately. If your concern cannot be resolved immediately we will take note and register your concern and refer back to you with feedback within two working days.

Should you still remain unsatisfied, you should advise us of your complaint in writing, addressed to the General Manager, providing details of your concern and how you feel it should be resolved. In your communication, please state the relevant details including the relative policy and/ or claim number

You may get in touch with our General Manager at:

Mr Eric Frantz
General Manager
501, Triq il-Kbira San Ġużepp,
Santa Venera, SVR1016

Tel: 00356 23479507 Email: efrantz@aib.com.mt

All written complaints will be acknowledged in writing within five working days of receipt and you will be informed when to expect our response to your complaint.

After we have fully investigated the complaint, generally within a period of no longer than two weeks, you will be informed of what we think of your complaint and how this may possibly be resolved. If it is not possible to fully investigate or resolve your complaint within two weeks of receipt, you will be informed of the process and of the action which we are taking.

Should you still not be satisfied with our response to your complaint and the manner in which we have handled your complaint, you may contact the:

Office of the Arbiter for Financial Services
1st Floor,
St. Calcedonius Square,
Floriana FRN 1530,
Malta,

Or on 80072366 or 21249245