Please note that in case of any problem we strongly recommend you to become familiar with FAQs. There you may find the answers for most common issues and doubts regarding:

• general information and opening a new account;
• usage of the account;
• transactions;
• security.

In case FAQs do not provide you with a comprehensive solution/answer, please do not hesitate to contact us. We will appreciate it very much as a great contribution in improving our service.

When sending a message to us, please include in your it the following information:

• reason of the complaint;
• e-wallet owner’s first name and last name;
• wallet number (WLT);
• transaction type (deposit / withdrawal / fee);
• amount and currency;
• date and time of the transaction;
• contact details (email, phone number, correspondence address).

Complaints can be reported in two ways:

• we suggest sending messages through the User Panel, available to the Customer after logging in to the account;
• by sending a registered letter to the following address:
  EMP Systems Limited, Parthenon Building, Hughes Hallet Street, Sliema, SLM 3141, Malta.

For more detailed information on complaint and dispute resolution procedures, please refer to our Terms and Conditions available here. Please refer to following points of Terms and Conditions in case of issues: 

• Registration and e-money wallet opening: 4;
• E-money transactions: 7;
• Withdrawals: 8; 
• Wallet closure: 9;
• Fees: 11;
• Representations and warranties of the parties: 12, 13; 
• Restricted activities: 14;
• Complaints: 15.

Moreover, as per article 24 of the Terms and Conditions, disputes which shall not be possible to resolve amicably, shall be referred to the Malta Centre Arbitration – Office of the Arbiter for Financial Services (OAFS) for resolution in accordance with the Arbitration Act, Chapter 387 of the Laws of Malta.

Customers may also file complaints on financial services of EMPS to a Complaints Ombudsman: 

Office of the Arbiter for Financial Services (OAFS) address: 1st Floor, St Calcedonius Square, Floriana FRN 1530, Malta, Freephone: 80 072 366, Telephone: (+356) 21 249 245), email: complaint.info@asf.mt, website: https://financialarbiter.org.mt/content/step-1-complain-your-provider