Lodge a complaint 

Citadel Insurance plc is committed to providing a professional, efficient, courteous and helpful service to all our clients.  However, if you believe that things have gone wrong and you are dissatisfied with our service, we want you to tell us.  Then, we can resolve your compliant and try to ensure that it does not happen again.  When you contact us, please:

• Give us your name and contact details
• Quote your policy and/or claim number and the type of policy you hold
  • Explain clearly and concisely the reason for your compliant.

Step One – Initiating your complaint

If you have a cause for complaint, contact us by calling or writing to us using the relevant details below:

Customer Care
Citadel Insurance p.l.c.
‘Casa Borgo’, 26
Market Street
Floriana FRN 1082

Email: customercare@citadelplc.com
Tel: 2557 9000 Fax: 2557 9550

Step Two – If your complaint cannot be resolved

If your complaint has not been resolved, you may write to our Compliance Officer, at the same address who will arrange for an investigation of your case. 

Step Three – If you are still not satisfied with our final response to your complaint

As a last step, you may write to the Consumer Complaints Manager at the Malta Financial Services Authority.  Their contact details are as follows:

Address:  Malta Financial Services Authority, Notabile Road, Attard BKR 3000
Tel:   80074924

The Malta Financial Services Authority’s website for the financial services consumer may be visited at: http://www.mfsa.com.mt/consumer