Laferla Insurance Agency Ltd. is committed to provide its clients with the highest level of service in a professional and helpful manner. We recognize however that a client may not be satisfied with the level of service provided. To deal with this we have a complaints procedure. For the sake of clarification a complaint is broadly defined as being a written expression of dissatisfaction with services that we provide or actions we have taken that require a response. We distinguish complaints from queries. Queries are challenges to specific decisions in specific circumstances.

We will deal with your complaint

We do not look at complaints as unwanted. In fact, they may help us to see where our services or procedures may be improved. So do let us know when you feel we have made a mistake or done something which you find unsatisfactory. Even if you do not think your particular concern amounts to a complaint we would still like to know about it. You will help us improve our service further.

How to complain

Step 1 – Contacting us

The first step is to talk to a member of our staff or of the intermediary if your Proposal was arranged through one. This can be done informally either directly or by telephone.

Usually the best staff member to talk to will be the person who dealt with the matter you are concerned about as he/she will be in the best position to help you promptly and to put things right. If he/she is not available or you would prefer to approach someone else then ask for the manager or senior person responsible. We will seek to resolve the problem immediately. If we cannot do this then we will take a record of your concern and arrange the best way and time for getting back to you. This will normally be within two (2) working days.

Step 2 – Taking your complaint further

If you are still unhappy the next step is to put your complaint in writing, by filling in the Complaint Form addressing it to our Complaints Officer, setting out the details, explaining what you think went wrong and what you feel would put things right. In such a situation please use the following contact details to correspond with our Complaints Officer:

Complaints Officer
Laferla Insurance Agency Ltd.
P.O. Box 347, Valletta VLT1000, Malta
Phone Number: (+356) 2122 4405
Email: [email protected]

You can also ask a member of staff to fill in the form on your behalf, which you will be then asked to sign. You will be provided with a copy for your own reference. This record will be passed promptly to the Complaints Officer to deal with.

Once our Complaints Officer receives a written complaint, s/he will arrange for it to be fully investigated. Your complaint will be acknowledged in writing within five (5) days of receiving it and the letter will say when you can expect a full response. This should normally be within three (3) weeks unless the matter is very complicated such as where other organisations need to be contacted. Where this is the case we will still let you know what action is being taken and tell you when we expect to provide you with a full response.

Taking your complaint elsewhere

If you are still not satisfied with the Complaints Officer’s response, you can always seek advice elsewhere. You may contact:

Office of the Arbiter for Financial Services

First Floor, St Calcedonius Square, Floriana FRN1530. Malta.

Telephone: 8007 2366 or 21249245

E-mail: [email protected]


The Office of the Arbiter will expect that you have a final reply to your complaint from us before approaching them.