At Calida Financial, we are committed to providing excellent service and ensuring a positive experience for our customers. However, if you encounter any issues or have claims regarding our services, we encourage you to contact us directly at complaints@calida.financial. Our team is dedicated to resolving any concerns promptly and efficiently.

If you remain dissatisfied with the resolution provided, as Calida Financial is an e-money institution regulated by the Malta Financial Services Authority (MFSA), you have the right to escalate your complaint to the Office of the Arbiter for Financial Services (the Financial Ombudsman). The Ombudsman is an independent entity that handles disputes between financial services providers and their customers.

You may contact the Financial Ombudsman as follows:

• Address: Office of the Arbiter for Financial Services, N/S in Regional Road, Msida MSD 1920, Malta

• Landline: +356 21249245; Mobile and Whatsapp: +356 79219961

• Email: complaint.info@asf.mt   

• Website: www.financialarbiter.org.mt

Please note that you must first attempt to resolve your complaint with us before escalating it to the Financial Ombudsman. If you decide to approach the Ombudsman, ensure you provide all relevant details, including any correspondence or documentation related to your claim. 

For more information on the complaints process, please refer to the Ombudsman’s official website or contact them directly.