Customer Complaints Policy – ALT

Complaints Policy

How to submit a complaint:

If you have a complaint, the best method to contact us would be through the following E-mail: Kindly ensure that the complaint is sent through the above channel, so Finductive would be able to initiate the necessary process to tackle the formal complaint. It is important that you clearly state the reasons for the complaint, together with adequate detail regarding the complaint. This will make it easier for Finductive to understand the issue thoroughly, thus rectifying the complaint as quickly as possible. Upon receiving the complaint, Finductive will refer to you via E-mail in order to acknowledge the complaint. This acknowledgement should be received within (1) Business Day. Finductive shall aim to resolve the submitted complaint within (15) days from receipt of the detailed submitted complaint. Finductive will then investigate, and where necessary take immediate action to rectify the situation, in order to prevent a recurrence. If you are a Micro-enterprise (that is, sole traders, companies, partnerships, and cooperatives which employ fewer than 10 persons and whose annual turnover and/or annual balance sheet total does not exceed €2,000,000) is still dissatisfied with the outcome of Finductive’s investigation, you may escalate the complaint to the Office of the Arbiter of Financial Services in writing to: The Office of the Arbiter for Financial Services 1st Floor, St Calcedonius Square Floriana FRN 1530 Malta Finductive will not accept complaints pertaining to any third parties