1. • On request or when acknowledging receipt of complaints, provide written information regarding their complaints handling process.
2. • 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.
3. • Provide clear, accurate and up-to-date information about the complaints handling process including:
   1. 1. Details of how to make a complaint; and
   2. 2. The process that will be followed when handling a complaint.
4. • Keep the Complainant informed about progress and outcome of their complaint.
5. • Maintain a Complaints Register recording each complaint, actions taken, outcome, and closure date.
6. • Provide information to, and co-operate with, the MFSA on complaints handling, including statistics and records upon request.

1. a) Name and address of the Complainant.
2. b) Contact details of the Complainant (e.g. telephone number and/or email address).
3. c) If the complaint is being handled by an external representative, include external representative name and contact details.
4. d) A deion of the complaint and how it affected the Complainant.
5. e) Supporting documentation for the complaint; and
6. f) When the issue(s) occurred.

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

1. 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.
2. b) The date of receipt of the complaint.
3. c) A reference to the timeline applicable to complaint handling, including for acknowledging receipt of the complaint, requesting additional information, investigating a complaint and providing a response.
4. d) Where an electronic complaint form is filed, a copy of the complaint filed by the client.
5. e) 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 referred to in the previous section. The communication shall be made in writing by electronic means, or upon the Complainant’s request, in paper form.

Gate will investigate the reason of the complaint and strive to provide a final response without delay, and in any case, by not later than thirty (30) days from the date of the submission.

In the unlikely event that a final response cannot be provided within the expected time limits, a deion regarding the cause of the delay, available remedies and an indication of when the investigation will be completed shall be provided.

When providing a final decision in writing in terms of the complaint which does not fully satisfy the Complainant’s request, the Complainant may refer the complaint to the Officer of the Arbiter for Financial Services established under the Arbiter for Financial Services Act (Cap. 555).