Complaints Process

QIC Europe Ltd is committed to to provide you with the highest level of service. However, if you are not satisfied with our services, please refer the matter to our Complaints Officer at:

QIC Europe Limited
The Hedge Business Centre
Triq ir-Rampa ta’ San Giljan
St Julians STJ 1062
Malta

Tel: (+356) 2092 8888

Email: QEL-info@qiceuropeltd.com

Handling Your Complaint

  • When we receive your complaint, we will acknowledge it promptly and where business is underwritten by us directly, we will investigate and provide a final written response as soon as possible but no later than two months of the complaint being made.
  • Where business is underwritten on our behalf by a Coverholder or other such representative, as will be apparent from your policy documentation, we will refer the matter to the Coverholder.  The Coverholder will investigate and they will aim to conclude their enquiries and in accordance with Malta Financial Services Authority Rules they will provide a final response within two months from the date the complaint was initially received.
  • If they are unable to provide a response within 2 months, they will inform you about the causes of the delay and indicate when the investigation is likely to be complete.
  • In the event that your complaint remains unresolved and in order to seek an independent review, you may also write to the Office of the Arbiter for Financial Services:

Office of the Arbiter for Financial Services
1st Floor
St Calcedonius Square
Floriana FRN 1530
Malta

Email: complaint.info@financialarbiter.org.mt

Phone: (+356) 21249245

  • In the UK, QEL has submitted to the voluntary jurisdiction of the Financial Ombudsman Service (“FOS”) and eligible complainants are entitled to seek independent review by the FOS instead of the MFSA.
  • Independent review of a complaint may also be available from other sources. FIN-NET is a Europe-wide network of financial ombudsmen and consumer-complaints organisations – covering the 30 countries in the European Economic Area (or EEA – that’s the European Union plus the European Free Trade Area). Its job is to help synchronise communications when a consumer living in one EEA country and has a complaint against a financial services business based in a different EEA country. Thus in the event of doubt or difficulty, the ombudsman in your own country will be able to direct you to the correct ‘home’ for dealing with the matter.
  • This does not prejudice any rights you may have at law including any right to institute legal proceedings.