Complaints Handling Procedure

The Complaints Handling Procedures (the “Procedure”) of Gate Technology Ltd. (hereinafter referred to as “Gate” and/or the “Company”) shall provide the relevant information to eligible natural or legal persons who are end-users of Gate, wishing to lodge a complaint (the “Complainant”) to the Company.

The Procedures outline the process to be followed in order to ensure that complaints are handled promptly, equally, fairly and efficiently.

Gate highly values customer satisfaction and is committed to enhancing its services by analysing complaints data to ensure a seamless customer experience. All complaints received by Gate are promptly registered upon receipt. To submit a complaint, please follow the instructions outlined below:

1. Provision of Information

The Company shall:

On request or when acknowledging receipt of complaints, provide written information regarding their complaints handling process.
Publish details of its complaints-handling process in an easily accessible manner. In this regard, the Company has published its Procedure on its website and included information on lodging a complaint within its User Agreement.
Provide clear, accurate and up-to-date information about the complaints handling process including:
1. Details of how to make a complaint; and
2. The process that will be followed when handling a complaint; and
Keep the complainant informed about further handling of the complaint.

2. How to Place a complaint

Complaints related to the services offered by Gate may be made free of charge and sent via email to complaints_eu@gate.com or by post to:

Gate Technology Ltd

THE CORE, TRIQ IL- WIED TA' L-IMSIDA, MSIDA, MSD 9021, Malta.

To reach a quick resolution of your complaint, please ensure that the complaint contains a clear description of the facts supporting your claim and provide any document/evidence where possible. The Complainant should provide at least the following information:

a) Name and address of the Complainant.

b) Contact details of the Complainant (e.g. telephone number and/or email address).

c) If the complaint is being handled by an external representative, include the external representative's name and contact details.

d) A description of the complaint and how it affected the Complainant.

e) Supporting documentation for the complaint; and

f) When the issue(s) occurred.

Complaints may be filed in the languages used by Gate to market its services or communicate with clients. Please refer to the complaints template (available here) to complete and submit your complaint.

3. How We Shall Handle Your complaint

Gate shall acknowledge receipt of the complaint in writing within 2 (two) business days of receipt of the complaint. The acknowledgement of receipt of a complaint shall contain the following:

a) The identity and contact details, including email address and telephone number, of the person to whom, or the department to which, Complainants can address any query related to their complaint;

b) The date of receipt of the complaint.

c) A reference to the timeline applicable to complaint handling, including receipt of the complaint, requesting additional information, investigating a complaint and providing a response; and

d) Where an electronic complaint form is filed, a copy of the complaint filed by the client.

Any communication shall be made in a clear and plain language that is easy to understand, in the language in which the complainant has filed its complaint, provided that the language is one of the languages used by Gate. The communication shall be made in writing by electronic means, or upon the complainant’s request, in paper form.

Gate shall not request the Complainant to provide information that is already in Gate’s possession or that Gate is legally required to hold, and will request only what is necessary to assess the complaint.

Gate will investigate the reason for the complaint and strive to provide a final response within fifteen (15) business days of receipt of the complaint. In exceptional circumstances where the complaint cannot be resolved within this period, Gate shall send a holding reply clearly stating the reasons for the delay and the deadline by which a final reply will be provided. In all cases, the final reply shall be provided no later than thirty-five (35) business days. Replies will be made in writing, on paper or another durable medium, and in clear and accessible language.

Other Matters

If still dissatisfied with the handling of the complaint, the Complainant may escalate the complaint, as applicable, to the competent authority and/or an alternative dispute resolution (ADR) body. Gate will indicate the appropriate escalation route depending on the nature of the complaint. The details are set out below.

The Office of the Arbiter for Financial Services

N/S in Regional Road

Msida MSD 1920

Malta

https://www.financialarbiter.org.mt/

80072366 / (+356) 21249245

Malta Financial Services Authority (MFSA)

Triq l-Imdina, Zone 1

Central Business District

Birkirkara CBD 1010

Malta

www.mfsa.mt