How to complain about a company in Malta

1. Put the facts in order

• Identify the trader, product or service, purchase date, price, and order or receipt number.
• Write a short timeline showing what happened and every attempt you made to solve it.
• Keep proof of purchase, photographs, warranty documents, messages, and repair reports together.
• Remove unrelated personal information from evidence before sharing it where possible.

2. Write to the trader first

The MCCAA advises consumers to submit a written complaint to the trader, clearly explain the issue, provide the relevant documents, and seek an amicable agreement. Ask for a specific remedy rather than simply saying that you are unhappy.

Give the trader a reasonable time to investigate and reply. Keep a copy of what you send and proof of delivery.

3. Make the request easy to act on

• Use a clear subject line and include your reference or order number.
• Describe the problem in a few factual paragraphs.
• State the outcome you want: repair, replacement, refund, completion of the service, or an explanation.
• List the evidence attached and give a reply date.

4. Escalate if it stays unresolved

If the trader does not resolve the issue, the MCCAA says a consumer may file a complaint with its Complaints and Conciliation Directorate. The complaint should include contact details for both sides, proof of purchase, and supporting documents.

FairReply can help organise the same evidence into a private case package, deliver it professionally, track the response window, and prepare the record for the next step. FairReply is not a regulator or law firm.