The Malta Financial Services Authority conducted a 2025 thematic review of complaints handling across banking, insurance, and investment firms under its Outcomes-Based Supervision framework. The review assessed whether firms’ arrangements are effective, transparent, and consumer-focused, identifying several common weaknesses across the market.
Key Findings
- Inconsistent or outdated complaints management policies
- Weak internal follow up and root cause analysis combined with deficiencies in complaints registers
- Insufficient clarity and accessibility of complaints procedures
- Inadequate communication with complainants
- Challenges in cross-border complaints handling
Regulatory Expectations:
Firms are expected to take corrective action by strengthening their frameworks and improving consumer outcomes. Firms have a one-year remediation period, with follow-up supervisory reviews planned for 2027, and senior management expected to take clear ownership of improvements.
For full details, please refer to the MFSA website. This post is adapted from: https://www.mfsa.mt/news-item/mfsa-outcomes-based-supervision-complaints-handling-2026/
At Diligex, we are well positioned to support organisations in meeting enhanced regulatory expectations. Our team can assist with the implementation of appropriate screening tools, the review and development of internal policies, the execution of comprehensive risk assessments, and the performance of international due diligence.
For further information, please contact us at [email protected]
