19.8 Any claim or dispute arising under the Terms and Conditions or as a result of the provision of the Service by Satabank should, in the first instance, be referred to Satabank in writing to the Complaints Officer, or via e-mail on complaints@sata-bank.com. The Client has to clearly state the reasons for complaint. Satabank shall try to resolve the complaint, within reasonable term upon receipt of clear and correctly submitted complaint. The Bank will then investigate and, where appropriate and necessary, take immediate action to rectify the situation. The Bank also undertakes to take the necessary steps to prevent a recurrence. All complaints will be acknowledged and the Client will be informed accordingly of the investigation's outcome. If the Client is still dissatisfied with the outcome of the Bank's investigation, he/she may direct his/her complaint to the Consumer Complaints Manager at the MFSA by writing to the Consumer Complaints Manager, Malta Financial Services Authority, Notabile Road, Attard BKR 3000, Malta, or by calling free phone at 8007 4924, or +356 21441155, or via e-mail at consumerinfo@mfsa.com.mt.

Since the Service is limited to e-money, which does not qualify as a deposit or an investment service in the sense of the Law, the Client is not protected by the Malta Depositor Compensation Scheme provided by the Compensation Schemes Management Committee. Client shall not be entitled to interest on the balance of e-money or money collected by Satabank that is kept by Satabank under this Agreement.