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Complaints Procedure

Customer Contact Points

MAPFRE MSV Life is committed to providing you with a high level of service. We give the same importance to all complaints and we handle all complaints with the same efficiency. Should you have any complaint regarding our level of service or products or our distribution network including any of our authorised tied insurance intermediaries please do not hesitate to contact us. Complaints should be sent in writing to: 


The Chief Executive Officer
MAPFRE MSV Life p.l.c
The Mall
Triq il-Mall
Floriana FRN 1470
Malta 


We aim to resolve complaints in an efficient and fair manner. However, if you are still unsatisfied with the outcome of our procedure then you may pursue alternative resolution routes, including by taking your complaint, in writing, to the Office of the Arbiter for Financial Services, as per respective contact details provided below: 


The Office of the Arbiter for Financial Services,
First Floor, St Calcedonius Square,
Floriana FRN1530,
Malta 


Official Website: www.financialarbiter.org.mt
Email Address: complaint.info@financialarbiter.org.mt 


Should you have any cause for complaints you are advised to consult the MAPFRE MSV Life Complaints Handling Policy which explains the procedure that you would need to follow when lodging your complaints to ensure that your complaint is duly registered and addressed. The Policy can be accessed via our website portal at http://www.msvlife.com. Should you require a hard copy of the Policy please ask our Customer Services representatives and they will provide it.

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