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.
Sovereign Pension Services Limited
Delays
Pensions-related
Partially Upheld by Arbiter
28/06/2024
Not Appealed
Bank of Valletta plc
Suspected irregular activity
Savings/Current/Term Account
Partially Upheld by Arbiter
28/06/2024
Not Appealed
Foris Dax MT Limited (formerly MCO Malta Dax Limited )
General admin/customer service
Crypto / Virtual Financial Assets
Not Upheld
21/06/2024
Not Appealed
Mapfre MSV Life plc
Value at maturity
Life-related
Partially Upheld by Arbiter
21/06/2024
Not Appealed
CSB International Limited
Compliance and Regulatory Matters
Contractual Fulfillment
Not Upheld
21/06/2024
Not Appealed
Hogg Capital Investments Limited
Charges
Forex dealing / CfD / Binary Options
Partially Upheld by Arbiter
21/06/2024
60/2024
In progress
Momentum Pensions Malta Limited
Administration/Management/Custody
Pensions-related
Partially Upheld by Arbiter
14/06/2024
Not Appealed
Bank of Valletta plc
Suspected irregular activity
Savings/Current/Term Account
Partially Upheld by Arbiter
06/06/2024
Not Appealed
Bank of Valletta plc
Unauthorised use
Cards
Not Upheld
06/06/2024
Not Appealed
Bank of Valletta plc
Suspected irregular activity
Savings/Current/Term Account
Partially Upheld by Arbiter
30/05/2024
Not Appealed
Papaya Ltd
Delays
E-Money
Not Upheld
30/05/2024
Not Appealed
Mapfre MSV Life plc
Value at maturity
Life-related
Partially Upheld by Arbiter
10/05/2024
Not Appealed
Openpayd Financial Services Malta Limited
Suspected irregular activity
Transfers
Not Upheld
10/05/2024
Not Appealed
Oney Insurance (PCC) Limited
Loss of earnings
Other personal lines
Upheld by Arbiter
30/04/2024
Not Appealed
Truevo Payments Ltd
Mistake / Incorrect application
Cards
Not Upheld
30/04/2024
Not Appealed
Sovereign Pension Services Limited
Administration/Management/Custody
Pensions-related
Upheld by Arbiter
12/04/2024
Not Appealed
CSB International Limited
Billing and Fees
Service Quality
Not Upheld
12/04/2024
Not Appealed
GlobalCapital Financial Management Limited
Misselling / Suitability
Miscellaneous (securities and funds)
Partially Upheld by Arbiter
12/04/2024
32/2024
In progress
Atlas Insurance PCC Limited
Rejection of claim
Travel-related
Upheld by Arbiter
12/04/2024
35/2024
In progress
Riverside Insurance Agency Malta Limited
Rejection of claim
Rental Car-related
Not Upheld
04/04/2024
Not Appealed