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Complaints Procedure

Citadel Insurance p.l.c. is committed to provide a professional, efficient, courteous and friendly service. However, if you believe that, in your regard, something has gone wrong and you are dissatisfied with any of our products or services, we want you to tell us. We can resolve your complaint and try to ensure that this does not happen again.

The fastest way to resolve your complaint is by discussing it with the Company’s employee/intermediary concerned or with an immediate superior. If the complaint is not resolved, you may write to the complaints management function managed by our Compliance Officer.

We treat all complaints fairly, promptly and reasonably but, if you are not satisfied with our final response, you may write to the consumer complaints manager of the Malta Financial Services Authority.

Now, read the leaflet on information on making a complaint, available in English and Maltese. It tells you how to make a complaint about our products and services. For your convenience, you should write your complaint on the appropriate form, available also in English and Maltese.

Download the complaint form in English here | Nizzel il-formola tal-ilmenti hawn


Compliance Officer
Citadel Insurance plc
Casa Borgo, 26, Market Street
Floriana FRN 1082


Freephone: 8007 2322
Tel: (+356) 2557 9000 Fax: (+356) 2557 9550 

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Casa Borgo, 26, Market Street, Floriana FRN 1082, Malta

Tel: (+356) 2557 9000

Fax: (+356) 2557 9550

Freephone: 8007 2322


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Branches: Il-Gzira, Il-Mosta, In-Naxxar, Paola, Haz-Zebbug, San Gwann, Iz-Zejtun, Victoria - Gozo

Citadel insurance p.l.c. is a company authorised under the Insurance Business Act, Cap. 403, to carry on general and long term business of insurance and is regulated by the MFSA