The Client or potential Client who intends to submit any complaints may send such complaints in writing to the following addresses:
GWA Investments LTD, Portomaso Business Tower Suite 4, Level 4 – Portomaso, St. Julian's STJ 4011 MALTA; e-mail: info@gwainvestments.com;
GWA has procedures in place to ensure that complaints from Clients or potential Clients are dealt with promptly. Upon receipt of the complaint, GWA Investments LTD will record it in the Complaints Register and the Compliance function will take charge of handling the complaint and will take action with the internal structures for its resolution within 40 days of receipt of the complaint.
GWA will then contact the Client and will endeavour to resolve the complaint jointly. GWA undertakes to make its determinations regarding the complaint known within 45 days of receipt of the complaint.
Clients in Italy
If the outcome of the complaint submitted to GWA is unsatisfactory, the Client may, before appealing to the judge, refer, if he or she is a retail Client, to the Arbitrator for Financial Disputes - ACF - referred to in Article 32-ter of the Consolidated Finance Act, in accordance with the procedures laid down in the relevant implementing rules issued by Consob and referred to on the website www.acf.consob.it, or request information directly from GWA. The right to appeal to ACF cannot be waived by the Client and is always exercisable even in the presence of clauses devolving disputes to other bodies for extra-judicial settlement possibly contained in the contracts. In order to settle out-of-court any dispute with GWA, even in the absence of a prior complaint, as an alternative to the case or for matters beyond the competence of ACF, the Client may activate, individually or jointly with GWA, a mediation procedure aimed at conciliation. The request for mediation is presented by filing an application with a body determined in accordance with Legislative Decree 28/2010 as subsequently amended. The request for out-of-court settlement of disputes in accordance with one of the procedures described above is a condition for the admissibility of any judicial request.
Clients in Malta
If the outcome of the complaint submitted to GWA is unsatisfactory, the Client may, refer their complaint to the Financial Services Arbiter (hereinafter the “FSA”). The Company will ensure that where the offer of remedial action or redress is accepted, the Company will comply with these terms promptly. Where relevant, the Company will ensure that it cooperates fully with the FSA’s and any settlements or awards made by FSA to the complainant.
The contact details of the FSA are:
Office of the Arbiter for Financial Services
1st Floor
St Calcedonius Square
Floriana FRN 1530
Malta