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Arbiter's Decisions

You can search for decisions delivered by the Arbiter for Financial Services and judgements delivered by the Court of Appeal (Civil, Inferior) for those decisions that have been appealed.

You may refine your search as wanted by the name of the financial services provider, the language of the decision, the decision year, decision date from/to, the sector, decision outcome, and whether the decision has been appealed or not. If you select by sector (e.g. 'Banking'), you may filter down your choice by selecting issue (e.g. 'Charges') and/or product (e.g. 'Cards'). Please browse the drop-down filters on the left-hand side.

The database of Arbiter's decisions is updated periodically. In accordance with the OAFS policy, complainants' names in such decisions are pseudonymised (the actual names are replaced by unrelated alphabetical references).

The remit of the Arbiter for Financial Services is to investigate and adjudicate complaints lodged by eligible complainants (individuals and micro-enterprises) against financial services providers who are licensed or authorised by the Maltese financial services regulator. When cases are referred to the Arbiter and a decision is issued, such a decision is binding on both parties.

Either party can request the Arbiter for clarification or correction to any computation, clerical, typographical, or similar errors within 15 days from the delivery of a decision. Decisions may be upheld in full, partially upheld, or rejected, and may be appealed by any of the parties.

As to the Court of Appeal (Civil, Inferior) judgements, we refer to the Court Services Agency's eCourts website (https://ecourts.gov.mt/onlineservices/) for the relevant case reference numbers and appeal judgements. Information about appealed decisions on our website is updated periodically. However, such information should always be cross-checked with the eCourts website as we make no representations or warranties of any kind, express or implied, as to its completeness, accuracy or reliability.

Please get in touch with us through our “Contact us” page if you come across any broken links or other incorrect information.Thank you.

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ASF case reference Financial Service Provider Outcome Date of Arbiter's Decision Appeal Court reference
ASF 145/2020 Mapfre MSV Life plc Partially Upheld by Arbiter 27/07/2022 Not Appealed
ASF 075/2021 MIB Insurance Agency Limited Upheld by Arbiter 27/07/2022 Not Appealed
ASF 018/2021 HSBC Life Assurance (Malta) Limited Not Upheld 27/07/2022 Not Appealed
ASF 119/2021 Truevo Payments Ltd Not Upheld 27/07/2022 Not Appealed
ASF 078/2021 Truevo Payments Ltd Not Upheld 27/07/2022 Not Appealed
ASF 089/2021 BNF Bank plc Not Upheld 27/07/2022 Not Appealed
ASF 050/2021 STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited) Partially Upheld by Arbiter 27/07/2022 Not Appealed
ASF 095/2021 Trust Payments (Malta) Limited Not Upheld 27/07/2022 Not Appealed
ASF 143/2020 EM@NEY P.L.C. Not Upheld 14/06/2022 Not Appealed
ASF 090/2021 Truevo Payments Ltd Not Upheld 14/06/2022 Not Appealed
ASF 026/2021 Sovereign Pension Services Limited Partially Upheld by Arbiter 14/06/2022 Not Appealed
ASF 058/2021 Mapfre MSV Life plc Partially Upheld by Arbiter 14/06/2022 Not Appealed
ASF 010/2021 Trust Payments (Malta) Limited Not Upheld 14/06/2022 Not Appealed
ASF 092/2021 Satabank p.l.c. Not Upheld 14/06/2022 Not Appealed
ASF 030/2021 Calamatta Cuschieri Investment Management Limited Not Upheld 14/06/2022 Not Appealed
ASF 064/2021 Phoenix Payments Limited Not Upheld 24/05/2022 Not Appealed
ASF 121/2021 Phoenix Payments Limited Not Upheld 24/05/2022 Not Appealed
ASF 086/2021 Phoenix Payments Limited Not Upheld 24/05/2022 Not Appealed
ASF 043/2021 Phoenix Payments Limited Not Upheld 24/05/2022 Not Appealed
ASF 101/2021 Bank of Valletta plc Not Upheld 10/05/2022 Not Appealed