LifeStar Asset Management Limited is committed to providing an excellent service to its customers; however if you are not satisfied with the service provided, we have a complaints’ procedure which we are documenting for your information for you to follow in order to assist you in lodging a formal complaint.
Step 1 – Contact the Financial Planning Manager who dealt with your investment
The first step is to talk to the allocated Financial Planning Manager directly. This can be done either by telephone or in writing either by post or by e mail. In case the identifiable person is not available or you would prefer to approach someone else, then please ask for the Manager responsible for the Financial Planning Manager. If your complaint is not taken up or resolved within five working days, please go to Step 2 below.
Step 2 – Contact LifeStar directly.
Please put your complaint in writing and address it to ‘The Compliance Manager’ either:
- by post to our company’s registered address at LifeStar Holding plc, LifeStar Building, Testaferrata Street, Ta’ Xbiex, Malta or,
- by e mail to complaints@lifestarholding.com
In your communication please quote your account number and identity card number, and send us copies of any relevant documentation together with a detailed description of your complaint.
Within five (5) working days of receipt of your complaint we will send you a written acknowledgment which will include the next steps we will take to resolve it. If we are unable to resolve your complaint within fifteen (15) working days of receipt of your complaint we will inform you of the causes of delay and indicate by when the investigation is likely to be completed and the complaint resolved.
Step 3 – Taking your complaint elsewhere.
If you are still not satisfied with our Complaints Manager’s response, you may contact the Office of the Arbiter for Financial Services either:
- in writing at the following address:
Office of the Arbiter for Financial Services,N/S in Regional Road,
Msida MSD 1920,
MALTA
- by e mail – complaint.info@financialarbiter.org.mt
- or by phone on – 80072366 or 21249245.
Following any of these procedures is without prejudice to your right to take legal proceedings. For complaints regarding insurance products please visit the following website: https://www.lifestarinsurance.com/complaint-procedure