NFSM – Complaints Handling Policy

At NFSM, we truly value your feedback and are committed to ensuring that your experience with us meets the highest standards. If at any point you feel that our service has not met your expectations or believe you have been treated unfairly, we encourage you to get in touch.

We are dedicated to investigating all complaints promptly and, where appropriate, resolving any issues within a reasonable timeframe.

Please refer to the sections below for detailed information and guidance to support you through the complaint submission process.

What is a complaint?

A complaint is defined as an expression of dissatisfaction or concern, addressed to NFSM by a prospective, current, or former customer in relation to the provision of any service offered by the Company.

Who can lodge a complaint?

Any client to whom NFSM has provided, offered, or from whom it has received an application for the company’s services is entitled to lodge a complaint.

How to complain?

It is free to lodge a complaint with NFSM. Complaints may be made in writing by sending an email addressed to the Complaints Officer on complaints_mt@nium.com

Alternatively, complaints can be made in writing by sending a letter address to:

Complaints can be made in both English & Maltese.

Information to include when lodging a complaint

When making a complaint, a customer is requested to provide the following information:

• Name & surname and contact details;
• I.D. Card/Passport/ other valid identification document number;
• Date of event;
• Subject of complaint;
• Detailed description of facts of the complaint;
• Copies of any documentation supporting the complaint.

Withdrawal of a complaint

Complaints may be withdrawn by a notification in writing to NFSM, stating the basis for the withdrawal.

Rights of a complainant

The complainant has the right to enquire as to the status of his/her complaint by communicating with NFSM.

What will happen after I submit a complaint?

Once your complaint is received, NFSM will acknowledge your complaint within 2 working days and aim to investigate the matter thoroughly and provide you with a comprehensive response and decision within fifteen (15) working days.

If, for any reason, we are unable to provide a final response within this timeframe, we will inform you of the delay, explain the reason for it, and indicate when you can expect a final decision.

What if I am not satisfied with the outcome?

If, despite our best efforts, you remain dissatisfied with the outcome of your complaint, you have the right to escalate the matter to the Office of the Arbiter for Financial Services.

You may contact the Arbiter at:

Email: complaint.info@financialarbiter.org.mt

Information on the submission of complaints to the Office of the Arbiter for Financial Services is available on their website:

www.financialarbiter.org.mt

Data Protection

NFSM will ensure that, when handling complaints, it shall abide with any data protection laws including the Data Protection Act (Chapter 586 of the Laws of Malta) and any regulations issued thereunder, and with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (General Data Protection Regulation) as amended from time to time.

NFSM reserves the right to provide information on complaints and complaints-handling to the Malta Financial Services Authority (MFSA) and, to any alternative dispute resolution entity in the event that a dispute remains unresolved.

Gwida dwar il-Proċedura tal-Ilmenti

NFSM tistma lill-klijenti tagħha u ghalhekk il-kumpanija tassgura li l-esperjenza tal-klijenti tagħha tkun tal-ogħla livell. Ghaldaqstant jekk f’xi ħin tħoss li s-servizz tagħna ma laħaqx il-livell mistenni jew temmen illi ġejt ittrattat b’mod inġust, ninkoraġġuk tikkuntattjana.

Aħna nikkommettu illi nikkunsidraw kull ilment b’mod serju u bla dewmien, u fejn possibli, nindirizzaw l-ilment fi żmien raġonevoli.

Jekk jogħġbok irreferi għat-taqsimiet hawn taħt għal aktar informazzjoni u sabiex jiggwidawk il-proċess kollu.

X'inhu Ilment?

Ilment huwa espressjoni ta’ diżappuntjew tħassib, indirizzat lil NFSM minn klijent potenzjali, kurrenti, jew preċedenti, b’rabta ma’ kwalunkwe servizz offrut mill-Kumpanija.

Min jista’ jisottometi ilment?

Kwalunkwe klijent li NFSM ipprovdiet jew offriet lilu servizz, jew irċeviet mingħandu applikazzjoni għal xi wieħed mis-servizzi li toffri l-kumpanija, għandu d-dritt jilmenta.

Kif tista’ tisottometi ilment?

Is-sottomissjoni ta’ ilment ma’ NFSM huwa bla ħlas. Ilment jista’ jsir bil-miktub billi tintbagħat email indirizzata lill-uffiċjal li jirċievi l-ilmenti (Complaints Officer) fuq complaints_mt@nium.com

Ilmenti jistgħu jsiru wkoll bil-miktub billi tintbagħat ittra indirizzata lil:

Ilmenti jistgħu jsiru kemm bil-Malti kif ukoll bl-Ingliż.

Informazzjoni li għandha tiġi inkluża meta tisottometi ilment:

Meta jsir ilment, il-klijent huwa mitlub jipprovdi din l-informazzjoni:

• Isem u kunjom u dettalji fejn jista’ jigi ikkuntattjat;
• Numru tal-Karta tal-Identità / Passaport / dokument ta’ identifikazzjoni ieħor validu;
• Data tal-inċident;
• Suġġett tal-ilment;
• Deskrizzjoni dettaljata tal-fatti relatati ma’ l-ilment;
• Kopji ta’ kwalunkwe dokumentazzjoni li ssaħħaħ l-ilment.

Irtirar ta’ ilment

Ilment jista’ jiġi rtirat permezz ta’ notifika bil-miktub lil NFSM, li tinkludi r-raġuni tal-irtirar.

Drittijiet tal-persuna li tressaq ilment

Il-persuna li tkun ressqet ilment għandha d-dritt tistaqsi dwar il-proċess tal-ilment tagħha/tiegħu billi tikkuntattja lil NFSM.

X’jiġri wara li nisottometti ilment?

Ladarba nirċievu l-ilment tiegħek, NFSM se tikkonferma illi rceviet l-ilment tieghek fi żmien żewġ (2) ġranet tax-xogħol, u timpenja ruħha biex tinvestiga l-każ b’mod sħiħ u tipprovdi risposta u deċiżjoni dettaljata fi żmien ħmistax (15)‑il jum tax-xogħol.

Jekk, għal xi raġuni, ma nkunux nistgħu nipprovdu risposta finali fil-perjodu indikat, aħna ninfurmawk bid-dewmien, nispjegaw ir-raġuni tiegħu, u nindikaw meta tista’ tistenna li tirċievi deċiżjoni finali.

X’jiġri jekk ma nkunx sodisfatt bir-riżultat?

Jekk, minkejja l-isforzi tagħna, tibqa’ mhux sodisfatt bir-reżoluzzjoni tal-ilment tiegħek, għandek id-dritt li tirreferi l-każ lill-Uffiċċju tal-Arbitru għas-Servizzi Finanzjarji. Tista’ tikkuntattja lill-Arbitru fuq:

Email: complaint.info@financialarbiter.org.mt

Informazzjoni dwar is-sottomissjoni ta’ ilmenti lil Uffiċċju tal-Arbitru għas-Servizzi Finanzjarji tinsab fuq is-sit elettroniku tagħhom:

www.financialarbiter.org.mt

Protezzjoni tad-Data

NFSM se tassigura li dejjem tkun konformi mal-liġijiet tal-protezzjoni tad-data inkluż id-‘Data Protection Act’ (Kap. 586 tal-Liġijiet ta’ Malta) u kwalunkwe regolamenti relatati, kif ukoll ir-Regolament (UE) 2016/679 tal-Parlament Ewropew u tal-Kunsill tal-27 ta’ April 2016 dwar il-protezzjoni tal-persuni fiżiċi fir-rigward tal-ipproċessar ta' data personali u dwar il-moviment liberu ta' tali data (Regolament Ġenerali dwar il-Protezzjoni tad-Data - GDPR) kif emendat minn żmien għal żmien.

NFSM għandha d-dritt tipprovdi informazzjoni dwar l-ilmenti illi irċeviet u dettalji dwar il-mod kif gew riżolti lill-Awtorità Maltija għas-Servizzi Finanzjarji (MFSA) u, f’każ li l-ilment jirriżulta f’ tilwim li ma jistax jiġi riżolt, lil kwalunkwe entità ghar-riżoluzzjoni alternattiva ta’ tilwim.