Money Plus Card Payment Institution Ltd’s (Money+Card) objective is to provide a highly qualified professional customer service to our customers. The aim is to set up a satisfactory long-term relationship with our customers.
This Complaints Policy of the Institution is to provide guidance in relation to complaints handling and at the same time to enhance customers’ knowledge in filing a complaint with the Institution. The aim of this policy is to provide an efficient service to our customer and to resolve an issue as soon as possible.
Our customers can submit their complaints by using one of the following methods:
Within two (2) business day from when the Customer Service Department receives a customer’s complaint, a written acknowledgment should be sent to the customer, confirming that the Institution will carry out all the required actions to resolve the complaint, including the contact details of the person who will be dealing with the customer’s complaint. Within five (5) business days from the receipt of the complaint, the Institution will send a written response to the customer.
If within the above-mentioned period the Customer Service Department had not dealt with consumer complaint, it shall formally (by a written letter) inform the client about the status of the complaint and of the remaining steps that need to be followed for the complaint to be resolved in the shortest possible timeframe. Within a period of ten (10) business days, the complaint shall be resolved.
In complaints handling, the aim is to identify and remedy any recurring or systematic problems such as the causes of the individual’s complains, the effect of the complaint on other processes or products and updating the root causes to mitigate it reoccurrence in the future.
The retention of all complaint received records and measures taken are retained for five years from the date of the complaint was received.
At all times, the Complainant has the right to enquire about the status of the complaint and the respective investigation (if any). The Customer Service is expected to deal with these update requests in a positive, professional, and customer-oriented manner.
Customers may also raise their complaint to the MFSA (Website: www.mfsa.com.mt / Address: Malta Financial Services Authority, Notabile Road, BKR 3000, Attard, Malta / Telephone: (+356) 21441155), if they are not satisfied with the way it has been handled by the Institution.