Introduction
BOV Asset Management Limited (“BOVAM”) has established and implemented appropriate procedures and arrangements to ensure that it deals promptly and reasonably with investor complaints. The BOV Asset Management Limited Complaints Handling Procedure is available on the Company’s website www.bovassetmanagement.com. A printed copy of these procedures may be forwarded upon request.
How can a complaint be registered?
By mail
A complaint may be registered in writing and mailed to the following address:
The Executive Head
Premium Banking Centre (PBC)
475, Triq il-Kbira San Guzepp
Santa Venera SVR 1011
Malta
By email
A complaint may also be registered by email directly on [email protected] or through the ‘Contact Us’ form on the BOV Asset Management Limited website (www.bovassetmanagement.com).
By telephone
An oral compliant may be registered by calling on phone number 21227311 from Monday to Friday between 9am to 4.30pm.
In the case of a complaint by telephone, in line with regulatory obligations, BOV Asset Management Limited will forward a written summary of the complaint to the complainants registered address wherein the complainant will be requested to confirm, by signing a duplicate of the letter, that the complaint summary represents a true and fair description of the complaint.
What details should be included when registering a complaint?
In order to assist BOV Asset Management Limited in investigating and resolving a complaint in the shortest time-frames possible, complainants are kindly requested to include the following information when registering a complaint.
Name, address and register number;
- A clear description of the concern or complaint.
- Copies of any relevant documents.
Who will investigate a complaint?
A BOV Asset Management Limited official, who has the necessary competence, skills and experience will deal with the complaint.
What happens next?
BOV Asset Management Limited will issue a letter acknowledging receipt of the complaint within seven business days.
The compliant will be investigated and a full reply will be issued within a maximum of two months from receipt of the complaint. This reply will include:
- The outcome of the investigation;
- the proposed course of action and any remedial action undertaken;
- information on how the complainant may refer the matter to the Malta Financial Services Authority (MFSA), should the complainant not be satisfied with the reply afforded by BOV Asset Management Limited.
What if our investigation takes longer than two months?
In exceptional circumstances an investigation into a complaint may take longer than two months. In such cases, BOV Asset Management Limited will inform the complainant in writing, within seven business days from the expiry of that period, that the investigation of the complaint is still being reviewed and that if the complainant is not satisfied with the progress of the investigation, the complainant may refer the matter to the Malta Financial Services Authority.
Additional information for investments undertaken through a Licensed Financial Intermediary
If BOV Asset Management Limited deems it appropriate that the complaint ought to be investigated by the respective Licensed Financial Intermediary, BOV Asset Management Limited will acknowledge the complaint within seven business days and will inform the complainant that the letter of complaint has been forwarded to the respective Licensed Financial Intermediary for investigation.