Complaints Handling Policy
PLEASE READ THIS COMPLAINTS HANDLING POLICY CAREFULLY BEFORE USING THIS SITE
Introduction
As an authorised firm regulated by the Malta Financial Services Authority (MFSA), Payfuture FS MT Ltd. is committed to handling complaints with diligence and fairness. We investigate all complaints thoroughly to ensure compliance with MFSA standards and to maintain a high level of client satisfaction.
Definition of a Complaint
A complaint is any expression of dissatisfaction from a client concerning the provision of our services.
1. Submitting a Complaint
We accept complaints via letter, email or phone, with no associated cost. In cases of verbal complaints, our staff will document the main points promptly. Complaints may be submitted in English.
To help us process your complaint effectively, please include:
Your full name and contact information
A detailed description of the issue
Relevant transaction or account details
Any supporting evidence
Our Head of Client Services oversees investigations, with oversight from our Compliance Officer to ensure all concerns and potential risks are managed appropriately. If the Compliance Officer is involved in the complaint itself, another senior manager will take over to ensure impartiality.
2. Acknowledgement of Complaints
We will acknowledge receipt of your complaint in writing within two business days.
3. Investigation Process
3.1 Individual Complaint Investigation
We aim to handle complaints professionally, with care and impartiality. We review all relevant records and consult involved parties to determine if the complaint is valid and whether any corrective or compensatory actions are necessary. In our assessment, we consider factors such as:Compliance with MFSA regulations
Fair treatment of clients
Potential administrative or processing errors
Patterns suggesting systemic issues
Applicable MFSA guidance
3.2 Root Cause Analysis
We evaluate complaints to identify underlying or recurring issues, helping us prevent future problems. If we detect patterns affecting additional clients, we ensure appropriate action is taken to remedy the issue and notify those potentially affected.
Management receives reports on the root causes of complaints, as well as details of the services most frequently involved.
4. Resolution of Complaints
Per MFSA standards, we strive to provide a final response within 15 business days. Our response will indicate whether:
The complaint is accepted, with proposed remediation or compensation
Remediation or compensation is offered without accepting the complaint
The complaint is rejected, with reasons provided
If further time is needed, we will update the complainant on the delay and provide an estimated resolution date.
5. Closing Complaints
A complaint is considered closed when:
A final response has been issued, or
The complainant has accepted an earlier response.
6. Record-Keeping of Complaints
All information related to complaints will be recorded and retained in compliance with our data protection policies and applicable legal requirements. We retain personal data obtained during the complaint-handling process for as long as necessary to fulfill the purpose for which it was collected, typically for up to six years following the conclusion of the complaint, to meet any regulatory, legal, or audit obligations.
7. Contact Information
legal@payfuturefs.com
8. Governing Law
This Complaints Handling Policy, along with any dispute arising from or in connection with it, shall be governed by and construed in accordance with the laws of Malta. Any disputes that cannot be resolved amicably will be settled by arbitration under the rules of the Malta Arbitration Centre. The proceedings shall be conducted in English, and the arbitration award shall be final and binding on both parties.
For further assistance, please contact us:
Mail: Payfuture FS MT Ltd. Q2 level 1, Unit 2, Quad Central, Central Business District, Triq l-Esportaturi Birkirkara, Malta
Email: legal@payfuturefs.com