Complaints Policy
Customer Complaints Management Policy
Policy Statement
At Lidion Bank plc (hereinafter referred to as the “Bank” or “we”, or “us”), we are committed to providing our customers (hereinafter referred to as “You”) with a high-quality and reliable service, meeting your banking requirements inline with our work ethic, principles, and values. In ensuring optimal customer experience, the Bank understands the importance of maintaining an open transparent, and direct communication with you as our customer. The Bank takes very seriously any form of dissatisfaction or concern expressed by you and wants to ensure that you understand how to submit a complaint, and that all submitted complaints are handled, investigated, and addressed with the right level of care, urgency, and professionalism.
Introduction
This policy provides clear guidance on how the Bank receives, investigates, and resolves complaints related to its products and services.
What is a Complaint?
A “Complaint” is any written or verbal expression of dissatisfaction addressed to the Bank relating to its business, staff and/or any product or service we offer. However, the Bank acknowledges that other matters may also be considered complaints.
Who may complain?
A “Complainant” is any person (natural or legal) being a Bank’s customer, a potential customer or a person who did not finally get the services they intended from the Bank, with the right to submit a Complaint with us and to have that complaint handled by the Bank.
How to submit a complaint?
Complaints may be submitted by adopting one of the following methods:
In writing:
· Via post to: Trident Park, Block3, Level 0, Mdina Road, Zone 2, Central Business District, Birkirkara CBD 2010,Malta
· Via Email to: complaints@lidionbank.com or
· Via the Bank’s website (www.lidionbank.com)– choose “Contact” on the right side of the screen, then choose‘ Complaints/Feedback’ and complete the digital form.
OR
Verbally, through:
· Calling our Customer Service Centre on +356 2092 6000 (between the hours of 08:00 – 17:00 from Monday to Friday, excluding Public Holidays).
· A meeting in person at the Bank’s premises located at Trident Park, Block 3, Level 0, Mdina Road, Zone 2, Central Business District, Birkirkara CBD 2010, Malta
When a complaint is made verbally, the Bank will issue a written acknowledgement that includes a summary of the complaint. The claimant will be asked to return a signed copy of the summary to confirm its accuracy or provide any additional information.
What information should you include?
When you are submitting a Complaint, you should briefly set out all the facts regarding the issue and provide us the following information:
· Name & Surname, I.D. Card/Passport number, contact number and e-mail. If you are representing an entity, kindly provide the name of the entity and contact details.
· Date, venue and name of the contact person with the Bank.
· Copies of any documentation supporting the complaint.
Should the Bank need to clarify anything with you, we will contact you.
It is important that you know that any information and personal data provided in submitting a complaint, shall be treated in accordance with the Data Protection Act (Chapter 586 of the Laws of Malta)and all other applicable data protection and privacy-related laws and regulations.
Cost
No fees will be incurred by the complainant when submitting a complaint.
Anonymous complaints
When a complaint is submitted anonymously, our ability to address it may be constrained. Without sufficient details or the opportunity to follow up, we may be unable to take targeted actions or provide a direct response. Nevertheless, we will review the information provided and where possible, address any underlying issues that may affect our customers.
Can you withdraw a complaint?
Complaints may be withdrawn by a notification in writing to the Bank, stating the basis for the withdrawal.
How will the Bank proceed?
Within two (2) working days of receiving your complaint, we will acknowledge receipt in writing. In case your complaint was submitted verbally, we will provide you with the complaint summary as well within the same correspondence, for you to confirm its text in writing. If any information required to investigate your complaint is missing, we will contact you to obtain it.
Along with the Acknowledgement, we will confirm you inwriting that:
a. an internal investigation to consider the Complaint will be performed
b. you will be informed in writing about the outcome of the investigation and proposed course of action intended to be taken by the Bank in a maximum of fifteen (15) working days.
c. If the investigation is not completed within fifteen (15) working days from the date of receipt of the complaint, we shall inform you of such fact, before the fifteen(15) working days pass, and we shall provide you with an estimate date of completion.
After our acknowledgment we will investigate the Complaint as efficiently, thoroughly, and rapidly as possible, intending to resolve the issue and provide you a satisfactory answer. You may also check the status of your complaint by emailing complaints@lidionbank.com
In case we envisage that an answer would not be provided within fifteen(15) working days from receipt of your complaint we will:
a. Inform you that the investigation will not be completed within 15 working days from receipt of the complaint.
b. Inform you about the causes of the delay.
c. Indicate to you when the investigation is likely to be completed.
d. Inform you that, if you are not satisfied with the progress of the investigation, the matter maybe referred by the complainant to other Alternative Dispute Resolution forums including complaints with the Arbiter for Financial Services under the Arbiter for Financial Services Act (Chapter 555 of the Laws of Malta).
What if you are not satisfied with the outcome?
In case you are unsatisfied with our resolution, or with our progress (in case 15 working days from the submission of the complaint have elapsed), you may refer the matter to other alternative dispute resolution forums including filing a complaint with the Arbiter for Financial Services (Office of the Arbiter for Financial Services, N/S in Regional Road, Msida MSD 1920, Malta; by Phone +356 21249245; or by email to complaint.info@asf.mt)
In terms of the Office of the Arbiter for Financial Services, for further information kindly refer to their official website: www.financialarbiter.org.mt
Note: A customer who is eligible to submit a complaint to the Office of the Arbiter for Financial Services, must be one of the following:
• A natural person OR
• A micro-enterprise - meaning an enterprise which employs fewer than ten people and whose annual turnover/ balance sheet totals do not exceed €2 million.
Corporate customers may take issues covered by the Payment Services Directive (PSD II) to the Central Bank of Malta, Pjazza Kastilja, Il-Belt Valletta VLT 1060, Malta. Tel: (356) 2550 0000www.centralbankmalta. org/contact-us.