Complaints Handling Policy

How to Submit a Complaint

GuildAM Ltd is committed to providing high-quality investment services and handling complaints fairly, consistently and promptly. Clients may submit complaints free of charge in writing to the Company's Chief Executive Officer ("CEO"), who is responsible for the coordination of complaints received by the Company.

Complaints may be submitted using the following contact details:
Complaints Officer: Ms Jessica Curmi, CEO
Email: complaints@guildam.com
Post: GuildAM Ltd, 171, Old Bakery Street, Valletta, VLT 1455 Malta

To facilitate the prompt investigation of a complaint, complainants should provide:

  • Full name and address;
  • A clear description of the complaint and its impact;
  • Copies of any relevant supporting documentation;
  • The date or period during which the issue occurred; and
  • A contact number or preferred method of communication.

 

Complaints Handling Process

Upon receipt of a complaint, GuildAM Ltd will:

  1. Acknowledge receipt of the complaint within seven business days.
  2. Investigate the complaint impartially and gather all relevant information and evidence.
  3. Provide a response to the complainant within two months of receipt of the complaint.
  4. Where a final response cannot be issued within two months, inform the complainant of:
    • the reasons for the delay;
    • the expected completion date of the investigation; and
    • the right to refer the matter to the Office of the Arbiter for Financial Services if dissatisfied with the
    • progress of the investigation.
  5. Communicate the outcome of the investigation and any proposed course of action without unnecessary delay following completion of the investigation.


Escalation of Complaints

If a complainant is not satisfied with the manner in which GuildAM Ltd has handled a complaint or with the outcome reached, the complainant may refer the complaint to the Office of the Arbiter for Financial Services, established under the Arbiter for Financial Services Act (Chapter 555 of the Laws of Malta).

 

Further information is available from the Office of the Arbiter for Financial Services.