Complaints Handling Policy

Utmost professional integrity is one of the main cultural pillars and a principal foundation for us and our business. However, in circumstances where you are not satisfied with our services, you are invited to raise your complaint with our General Manager or Compliance Officer at info@aramiseurope.com.

 

How to make a complaint?

You or your authorised representative may lodge a complaint to Aramis Capital (Europe) Ltd by any reasonable means, including by the following means:

  1. In writing by sending your complaint via email at [email address] or at our registered address located at 19/14, Vincenti Buildings, Strait Street, Valletta VLT 1432, Malta. Correspondence must be marked to the attention of the General Manager or Compliance Officer. When submitting a written complaint, it is necessary for such to contain:

  • Your full name, address and contact number;

  • A clear description of the complaint, including details of conduct against which the complaint is being made and the type of investment service provided (including all pertinent details will help us manage the process more efficiently);

  • The date and your signature.

 

   2. By telephone to our General Manager or Compliance Officer on +356 2099 6997. Although Our representatives will follow up on your complaint in writing.

 

Acknowledgement of complaint

Upon reception of a complaint, the company will endeavour to acknowledge the complaint within seven (7) business days of receipt. The company will also confirm that an internal investigation has initiated.

Investigation of complaints

Upon reception of a complaint, internal processes will initiate aimed at investigating the particular matter thoroughly. The company operates with utmost transparency and diligence. We will endeavour to keep you informed of the progress of the complaint. By not later than two (2) months after reception of the complaint, the company will send either:

  • a final response to the complaint; or

  • a reply that explains why the company is not in a position to make a final response and an indication when the company is expected to provide a final response.

 

The final response to the complainant will include:

  • a description of the outcome of the internal investigation,

  • whether it has been determined that the complaint is justified and the proposed remediation process, and

  • information about the complainant’s right to refer the complaint to the MFSA’s Consumer Complaints Unit, the Office of the Arbiter for Financial Services or any other relevant supervisory body.

Complainant – Further Options

If the company has not resolved your complaint to your satisfaction, you may be eligible to refer the matter to:

The Office of the Arbiter for Financial Services (OAFS)

Address: 1st Floor, St Calcedonius Square,  Floriana FRN 1530, Malta

E-mail: complaint.info@asf.mt

Phone: +356 21249245

Online Complaint Form: https://www.financialarbiter.org.mt/oafs/complaint

More information: https://financialarbiter.org.mt/contact-us

 

OR

the Malta Competition and Consumer Affairs Authority (MCCAA)

Address: Mizzi House, National Road, Blata l-Bajda, Malta

Telephone: +356 2395 2000

Online Form: https://mccaa.org.mt/home/complaint

More information: https://mccaa.org.mt/