Complaints Handling Notice
How to raise a complaint and what to expect from us.
1. About this Notice
FM Finance (Malta) Ltd ("FM Finance", "we", "us" or "our"), trading as FMPay, is committed to providing a fair, transparent and consistent process for handling every complaint we receive.
This Notice explains, in plain language, how to raise a complaint with us, what we will do, the timelines we will follow, and how you can escalate the matter if you remain dissatisfied with our response.
It should be read together with our Privacy Policy, which explains how we process personal data received in connection with a complaint.
2. About FM Finance (Malta) Ltd
Legal entity
FM Finance (Malta) Ltd (trading as FMPay)
Registered office
Office 09, Level 2, Northlink Business Centre, Burmarrad Road, Naxxar, NXR 6345, Malta
MBR registration
C 102960
MFSA Authorisation ID
FFML-24932
Regulator
Malta Financial Services Authority (MFSA)
General telephone
+356 2093 9970
General email
3. What counts as a complaint
We treat as a complaint any expression of dissatisfaction — whether oral or written, justified or not — from or on behalf of an eligible complainant about our provision of, or failure to provide, a financial service.
The following are not complaints, although we still record and act on them:
A request for a service or product.
A request for information.
A general report of a problem with no expectation of a response.
A suggestion for improvement.
If we are unsure whether a contact is a complaint, we will ask you whether you want to file a formal complaint under this process.
4. Who can complain
Any natural person or legal entity that has used, currently uses, or intends to use our services may submit a complaint.
A complaint may also be made by:
A duly authorised representative or advocate, where the affected party cannot complain personally. Written authority (e.g. a Power of Attorney) is required.
A consumer association acting on behalf of multiple customers (a so-called "super complaint").
A person with legitimate concerns about FM Finance, its operations or its continuity, acting in good faith.
Fraud victims and other third parties without a direct contractual relationship with us may also complain. They may also be eligible to escalate directly to the Office of the Arbiter for Financial Services where they can demonstrate an immediate, genuine and legitimate interest. We encourage anyone in this situation to contact us first using the channels below.
5. How to submit a complaint
You can choose any of the channels below — there is no charge for raising a complaint with us.
Channel
Where to send
Online complaint form
Available on our Contact / Complaints page
Email — general complaints
Email — security incidents and fraud
Telephone
+356 2093 9970
In person
Office 09, Level 2, Northlink Business Centre, Burmarrad Road, Naxxar, NXR 6345, Malta
Post
As above. Please use recorded delivery so receipt can be evidenced.
To help us investigate efficiently, please include:
Your full name and preferred contact details.
Your merchant ID, account reference or transaction reference (where applicable).
A clear description of what happened, the dates involved, and any amounts or card numbers concerned.
The outcome you are seeking.
Copies of any supporting documents (statements, screenshots, correspondence).
Documents must be legible and in English. Documents in other languages must be accompanied by a notarised translation dated within three months of submission.
Verbal complaints (by phone or in person) are accepted on equal terms with written ones. The receiving member of staff will log the complaint immediately and an automated acknowledgement will be sent to you confirming our timelines.
6. Our service standards and timelines
Stage
Standard
Acknowledgement
We will acknowledge your complaint promptly and no later than two (2) working days after receipt.
Investigation and final response
We will issue a final written response within fifteen (15) business days of receiving the complaint.
Exceptional circumstances
Where a final response is not possible within 15 business days, we will write to you before the deadline explaining the reason for the delay and the date by which we will respond. The maximum extension is 35 business days from the date we received the complaint.
Service
We respond in clear, courteous and jargon-free English.
Cost
Our complaints process is free of charge.
The final response will set out:
A summary of the complaint as we understood it.
The findings of our investigation.
Our decision and the reasons for it.
Any remedial action we are taking and, where appropriate, an offer of compensation.
Your right to escalate the matter (see Section 8).
If our resolution involves a payment to you, payment will be made on receipt of a signed Letter of Acceptance confirming agreement with the proposed amount and that no further claims will be made in connection with the matter.
7. How we handle your complaint internally
1. Logging — every complaint is logged in our Complaints Register and assigned a unique reference.
2. Assignment — the Client Relationship Manager assigns the complaint to the appropriate investigator.
3. Investigation — a responsible person investigates promptly and submits findings to the Compliance Officer.
4. Oversight — the Compliance Officer is the designated Responsible Person for complaints handling and reviews each final response.
5. Root-cause analysis — trends are reviewed regularly so systemic or recurring issues are identified and remedied.
6. Confidentiality — complaints are handled with discretion; access is restricted to staff with a legitimate need to know.
7. Conflicts of interest — where a complaint concerns a member of staff or a process they own, an alternative independent reviewer is assigned.
8. Training — all FM Finance staff receive complaints-handling training at induction and at least annually.
8. Escalating your complaint
If you are dissatisfied with our final response, or if we have not provided one within the applicable timeline, you may escalate the matter as follows.
8.1 Office of the Arbiter for Financial Services (OAFS)
The OAFS is an autonomous and independent body with the power to mediate, investigate and adjudicate complaints against financial services providers in Malta.
Address
First Floor, St Calcedonius Square, Floriana FRN 1530, Malta
Freephone (Malta)
8007 2366
Telephone (international)
+356 2124 9245
+356 7921 9961
Website
Fee
€25 (refundable in certain circumstances)
You are an eligible complainant before the OAFS if you are:
A natural person (a consumer); or
A micro-enterprise with no more than 10 employees and an annual turnover or balance sheet not exceeding €2,000,000; or
A fraud victim or other third party who can demonstrate an immediate, genuine and legitimate interest in the matter, even without a direct contractual relationship with FM Finance
A complaint may generally be filed with the OAFS within two years from the date you became aware (or ought reasonably to have become aware) of the matter, and after you have given us the opportunity to respond.
8.2 Central Bank of Malta (CBM)
For payment-services complaints by corporate customers that fall outside the OAFS's remit, you may refer the matter to the Central Bank of Malta.
Address
Castille Place, Valletta VLT 1060, Malta
Telephone
+356 2550 0000
Website
8.3 Decisions
Decisions of the Arbiter may be appealed by either party to the Court of Appeal. Where no appeal is filed, the Arbiter's decision is final and binding on the parties.
9. Your personal data
We process the personal data you provide in your complaint to investigate the matter, communicate with you, comply with our legal and regulatory obligations, and improve our services.
The lawful bases on which we rely are typically compliance with a legal obligation and our legitimate interests in handling and learning from complaints.
Records of complaints and supporting documents are retained for at least five (5) years from the date of receipt. Where AML or financial-crime obligations apply, retention may be extended.
For full details — including your rights under the GDPR and how to lodge a complaint with the Information and Data Protection Commissioner — please see our Privacy Policy.
10. Contact us about this Notice
Complaints email
Security and fraud email
General telephone
+356 2093 9970
Postal address
FM Finance (Malta) Ltd, Office 09, Level 2, Northlink Business Centre, Burmarrad Road, Naxxar, NXR 6345, Malta
FM Finance (Malta) Ltd is regulated by the Malta Financial Services Authority. Company registration C 102960. MFSA Authorisation ID FFML-24932.