How to write a formal complaint letter in Malta

Use a subject line that identifies the case

Include the product or service and a receipt, order, account or booking reference where one exists. A subject such as ‘Formal complaint — faulty washing machine — order 12345’ is easier to route than a general request for help.

Open with the transaction details

• Your name and reliable contact details.
• The trader's name and the branch, website or sales channel used.
• What you bought, when you bought or received it, and how much you paid.
• The order, invoice, receipt, contract or account reference.

Explain the problem as a short chronology

Describe what went wrong, when you first noticed it, and what you have already asked the trader to do. Use dates and facts. If there were calls or visits, note who you spoke to and the outcome, but keep the main letter focused on the points needed to decide the complaint.

State the remedy you are asking for

Ask for a specific outcome, such as repair, replacement, refund, completion of the service or a written explanation. Avoid listing incompatible demands without explaining your preferred resolution.

List the evidence and request a reply

• Name each important attachment, such as the receipt, photographs, warranty, messages or repair report.
• Ask the trader to acknowledge the complaint and provide a written response within a reasonable period.
• Keep a copy of the letter, attachments and proof that it was delivered.
• Remove unrelated personal or financial information from attachments where possible.

If the complaint remains unresolved

The MCCAA advises consumers to complain to the trader in writing, provide the relevant documents and allow a reasonable time for a remedy. If that does not resolve the issue, the record can support a complaint to the MCCAA's Complaints and Conciliation Directorate. FairReply can privately organise and deliver the same evidence-backed case, but it is not a regulator or law firm.