In accordance with the Complaints Procedure of Bank DiMare Limited (the Bank), complaints may be submitted by the customer or by an authorised representative, either by email to complaints@bankdimare.com, by letter to the address below, or by calling us on 01805-552240.
Bank DiMare Limited
The Emporium
C De Brocktorff Street
Msida, MSD 1421
Malta
Any complaint submitted in writing should clearly indicate the customer's identity and contact details and set out the facts and circumstances on which the complaint is based.
Where a complaint is made verbally, the Bank may document the complaint in writing and request the customer to confirm that the Bank's understanding of the matter is correct. The Bank will endeavour to resolve complaints even where such confirmation is not received.
Complaints shall be submitted in English, Maltese or in the language of the respective country where the product or service was acquired (i.e. Spanish, German, French or Danish).
Complaints may be submitted directly by the customer or by an authorised representative, such as a family member or lawyer. This service is provided free of charge. Where a complaint is submitted by an authorised representative, the Bank may request appropriate evidence of authorisation, such as a written mandate, power of attorney or equivalent documentation.
The Bank will send a written acknowledgement of receipt within two (2) working days of receiving the complaint. The Bank will take all reasonable steps to resolve the complaint within fifteen (15) working days. Where this is not possible, the customer will be informed accordingly and provided with an indication of when the matter is expected to be resolved.
If the customer is not satisfied with the response received, they may object to the decision by writing again to Bank DiMare Limited and providing details of the objection together with any new information to be considered.
If the customer remains dissatisfied with the manner in which the complaint has been handled, the matter may be referred to the Arbiter for Financial Services, Office of the Arbiter for Financial Services, N/S in Regional Road, Msida MSD 1920, Malta, or submitted in accordance with the procedure described on the Arbiter's website: Office of the Arbiter for Financial Services.