If you are dissatisfied with any of our products or services, you may submit a complaint through any of the following channels: In writing to: MeDirect Complaints DepartmentMeDirect Bank (Malta) plcThe Centre, Tigné PointSliema TPO 0001Malta To help us investigate your complaint efficiently, please provide: Your full name and contact details; Your ID card or passport number; A description of your complaint; The date and details of the incident or issue; and Any supporting documentation you consider relevant

If you submit a complaint by telephone, calls may be recorded for complaint handling, quality assurance and referral purposes. The Bank may retain a record of the complaint details provided during the call. Where a complaint is submitted verbally during a visit to one of our branches, a summary of the complaint will be prepared, and the client will be requested to review and confirm the accuracy of the information provided. Any personal data collected in connection with a complaint will be processed in accordance with the Bank’s Privacy Policy and applicable data protection laws. Where necessary, the Bank may request additional information or written confirmation to facilitate the investigation of the complaint.

Complaints may be submitted in either Maltese or English. The Bank’s response and any complaint-related correspondence will be provided in English.

Step 1 – Receipt of Complaint Once we receive your complaint, it will be registered and assigned to the appropriate team for review. Step 2 – Acknowledgement We will acknowledge receipt of your complaint within two (2) working days. Where a complaint has been submitted verbally, the acknowledgement will include a summary of the complaint as understood by the Bank and you may be requested to confirm its accuracy. Please note that where a complaint is submitted anonymously, the Bank may not be in a position to issue an acknowledgement or provide updates on the progress of its investigation. Step 3 – Investigation We will investigate the matter thoroughly and liaise with the relevant departments where necessary. Step 4 – Outcome We aim to provide you with a final response within fifteen (15) working days from receipt of your complaint. If we are unable to conclude our investigation within this timeframe, we will write to you explaining: Step 5 – Complaint Resolution If we agree that your complaint is justified, we will explain how we intend to resolve the matter. If we do not agree with your complaint, we will explain our decision.

If you are not satisfied with our final response, or if no agreement is reached between you and the Bank, you may refer your complaint to: Office of the Arbiter for Financial ServicesN/S in Regional Road, Msida MSD 1920, Malta Freephone: (+356) 8007 2366Telephone: (+356) 2124 9245Email: complaint.info@financialarbiter.org.mtWebsite: www.financialarbiter.org.mt

Yes. You may withdraw your complaint at any time by contacting us via Secure Mail, e-mail, telephone or post and informing us of your decision.

No. Complaints can be submitted free of charge.