What to do when a company ignores your complaint in Malta
Silence does not mean you have no options. The useful next step is to turn scattered calls and messages into a dated written record that another person can understand quickly.
Confirm the complaint reached the right place
- Send the complaint in writing to the trader's published support or complaints address.
- Include the original complaint, purchase proof, requested remedy, and your contact details.
- Ask the trader to acknowledge receipt and keep delivery evidence or the email thread.
Send one focused follow-up
Refer to the date of your first complaint, restate the remedy requested, and set a reasonable reply date. Avoid starting a new message chain that loses the earlier evidence.
Keep the tone factual. Your objective is a usable record, not a public argument.
Prepare an escalation-ready file
- A one-page summary of the issue and requested outcome.
- A chronological correspondence log.
- Proof of purchase and the key evidence only.
- The trader's response, partial offer, or a note that no response was received by the deadline.
Use the appropriate Malta route
The MCCAA explains that unresolved complaints may be submitted to its Complaints and Conciliation Directorate. If conciliation is unsuccessful, a consumer may consider the Consumer Claims Tribunal. Alternative Dispute Resolution may also be available where both parties agree.
Legal and contractual deadlines can continue to run while you complain. Get independent advice if the value is substantial or a deadline may be close.
Official sources
Check the official source for current forms, procedures and legal information.