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Guarding your financial interests, we set standards of reliability and accountability, designed to ensure fairness and accessibility of financial services for all.

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Petitions and Complaints

Home : Petitions and Complaints
FILING A COMPLAINT

Responsibilities and consumer protection

The duty of the MTOY encompasses defending consumer rights involved with banking, financial services, private insurance, and securities trading entities. Should you, as a consumer, decide to file a grievance against such entities, you have the right to proceed directly as outlined in section 4 of the Financial Services Supervision Act (FinDAG).

Upon receiving your complaint, MTOY promptly initiates a verification process to confirm the details of the grievance. This step is crucial for categorizing the complaint appropriately and directing it to the correct department for a resolution. Each complaint is treated with the utmost seriousness and is investigated thoroughly to ensure that consumer rights are upheld and that any breach of regulatory compliance by financial entities is addressed.

Please ensure to submit your complaint to the MTOY either in written or electronic form using the form available on our website. Your submission should include all pertinent details and the reasons for your complaint to facilitate a thorough review.

Treats a complaint

How MTOY treats your complaint?

Initial Review: MTOY examines the information and documents submitted by you to assess the viability of evaluating your complaint. If more details are needed, they may contact you for additional information or to understand the perspective of the company involved. Generally, your complaint is forwarded to the relevant company for their feedback. Company's Feedback: The concerned company provides MTOY with a comprehensive explanation detailing the reasons for their decisions.

Regulatory Review: MTOY reviews the case based on the provided details. If the decision of the company is in accordance with regulatory standards, you will be notified accordingly. Intervention by Regulators: If it becomes necessary for MTOY to intervene in a supervisory capacity, they will take further actions with the company involved. However, due to obligations of confidentiality, the details of the dispute's resolution cannot be shared with you.

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OUR APPLICATION FOR REFUND

Initial Phase

Initially, MTOY evaluates your submission to verify if all required information is present. If any information is missing, MTOY undertakes a detailed investigation to fully understand the company’s standpoint. Typically, MTOY forwards your complaint to the appropriate regulated company.

Intermediate Phase

The company under scrutiny then submits an exhaustive report to the MTOY, elaborating on the reasons for their decisions in detail.

Evaluation Phase

If the review confirms that the company's actions are consistent with regulatory standards, the MTOY will inform you of this finding, maintaining transparency and clarity throughout the process.

Intervention Phase

When MTOY sees the need for regulatory intervention, it actively engages with the company in question to address the issue with thoroughness and prudence. Please be aware that the MTOY might be restricted from sharing the particulars of the resolution with you, due to confidentiality requirements, to preserve the integrity of the process.

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When drafting your complaint, ensure it includes necessary details to enable thorough investigation

  • Your name and address. Include the same for any other individual involved.
  • Name and address of the entity you are filing the complaint against.
  • For Insurance Issues: Type of insurance, policy number, and claim number (if applicable).
  • For Financial Complaints: Type of account (e.g., checking, savings), account or customer number, and the financial institution's name.
  • For Securities-Related Issues: Securities identification number (WKN or ISIN) and the name of the brokerage firm.

Our contact information

Adress: The Valley 2640, Anguilla

Phone: +1 264 4972378

E-mail: [email protected]

Office hours: 8AM - 6PM

Weekend day: Saturday,Sunday