As a valued customer you are right to expect fairness and a swift and courteous service at all times. We give the same importance to all complaints and we handle all complaints with the same efficiency. We recognise that sometimes you may be dissatisfied with our service and Timberland Investments Ltd (TIL) takes all your complaints seriously and makes a concerted effort to respond to and resolve them in a timely manner. As a client you can raise a complaint by visiting our offices, or by email at info@timberland-malta.com or in writing to the address indicated below:
The Compliance Officer,
Timberland Invest Ltd.,
CF Business Centre,
Gort Street,
St Julians STJ 9023
Malta.
The Compliance Officer of TIL shall deal with your complaints reasonably and promptly and in accordance with our internal complaint handling procedures. You, the Client also understands that using email to notify TIL of a complaint is the most efficient method for TIL’s compliance department to respond.
TIL will make every effort to resolve the matter in the most expedient manner. The Compliance Officer will acknowledge the receipt of your complaint in writing within 48 hours and will inform the Client how it intends to respond to the complaint. If the Client’s complaint was conveyed by phone or via social media, the Client accepts that TIL will try on a best efforts basis to acknowledge the receipt of and TIL’s understanding of the Client’s concerns in writing, thereby to confirm and/or correct TIL’s acknowledgment should it be required.
We will provide a response by no later than 15 working days. Where the Company is not able to provide a response within the above period, we shall inform you in advance and provide the reasons relating to the day and when the Client expects to receive a response. However, you the Client acknowledges and accepts that it is his/her responsibility to notify TIL in writing of all complaints.
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
1st Floor
St Calcedonius Square
Floriana FRN 1530
Malta
Official website: https://www.financialarbiter.org.mt/
Email Address: complaint.info@financialarbiter.org.mt
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Timberland Invest Ltd.,
CF Business Centre,
Gort Street,
St Julians STJ 9023
Malta