If something has gone wrong, we want to know and we want to fix it. This page explains how to raise a complaint, the timelines we work to, and how to escalate if you are not satisfied with our response.
At Settled Ltd we are committed to providing a fair, transparent service. We treat every complaint seriously and use what we learn to improve. This procedure sets out how we receive, investigate and respond to complaints.
Last updated: 1 June 2026 ยท Version 1.0
You can raise a complaint through any of the following channels:
To help us resolve things quickly, please include your name and business name, the account or transaction concerned, a clear description of what went wrong, and how you would like us to put it right. Let us know the best way to reach you.
When we receive your complaint we will:
We aim to resolve complaints as quickly as possible. We will provide our final response within 15 business days of receiving your complaint. In exceptional cases, where the matter is complex and outside our control, this may take longer, though no more than 35 business days, and we will explain the reason for the delay and when you can expect a full reply.
If you are unhappy with our final response, or if we have not resolved your complaint within the timelines above, you have the right to refer the matter to the Office of the Arbiter for Financial Services in Malta. The Arbiter is an independent body that considers complaints against financial-services providers free of charge to eligible customers. You should normally contact the Arbiter within two years of receiving our final response.
Referring a complaint to the Arbiter does not affect any other legal rights you may have.
Email complaints@settled.cc or contact our team. We will acknowledge it promptly and work to put things right.