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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:
ASF 111/2021
Sector:
Insurance
Language:
English
Financial Services Provider:
Building Block Insurance PCC Limited
Category Issue:
Rejection of claim
Product/Service:
Other business lines
Date of Arbiter's Decision:
08/02/2022
Outcome:
Upheld by Arbiter
Reason:
N/A
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 083/2021
Sector:
Insurance
Language:
English
Financial Services Provider:
Riverstone Insurance (Malta) Limited (formerly Argo Global SE)
Category Issue:
Rejection of claim
Product/Service:
Home (Building & Contents)-related
Date of Arbiter's Decision:
08/02/2022
Outcome:
Upheld by Arbiter
Reason:
N/A
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 056/2021
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
Mapfre MSV Life plc
Category Issue:
Value at maturity
Product/Service:
Life-related
Date of Arbiter's Decision:
11/01/2022
Outcome:
Partially Upheld by Arbiter
Reason:
N/A
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 093/2021
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
Mapfre MSV Life plc
Category Issue:
Value at maturity
Product/Service:
Life-related
Date of Arbiter's Decision:
11/01/2022
Outcome:
Partially Upheld by Arbiter
Reason:
N/A
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 071/2021
Sector:
Banking / Financial Institutions
Language:
Maltese
Financial Services Provider:
Bank of Valletta plc
Category Issue:
Opening/Closure
Product/Service:
Cards
Date of Arbiter's Decision:
28/12/2021
Outcome:
Upheld by Arbiter
Reason:
N/A
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 043/2020
Sector:
Banking / Financial Institutions
Language:
Maltese
Financial Services Provider:
APS Bank plc
Category Issue:
Mistake / Incorrect application
Product/Service:
Other loans and advances
Date of Arbiter's Decision:
14/12/2021
Outcome:
Not Upheld
Reason:
Merit (Case not proven)
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 077/2020
Sector:
Investments
Language:
English
Financial Services Provider:
Momentum Pensions Malta Limited
Category Issue:
Administration/Management/Custody
Product/Service:
Pensions-related
Date of Arbiter's Decision:
14/12/2021
Outcome:
Partially Upheld by Arbiter
Reason:
N/A
Appeal Court reference:
1/2022
ASF case reference:
ASF 031/2021
Sector:
Investments
Language:
English
Financial Services Provider:
Truevo Payments Ltd
Category Issue:
Administration/Management/Custody
Product/Service:
Forex dealing / CfD / Binary Options
Date of Arbiter's Decision:
14/12/2021
Outcome:
Not Upheld
Reason:
Outside Arbiter’s competence
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 064/2020
Sector:
Investments
Language:
English
Financial Services Provider:
TRIVE Financial Services Malta Limited(formerly AKFX Financial Services Limited)
Category Issue:
General admin/customer service
Product/Service:
Forex dealing / CfD / Binary Options
Date of Arbiter's Decision:
30/11/2021
Outcome:
Not Upheld
Reason:
Merit (Other)
Appeal Court reference:
156/2021
ASF case reference:
ASF 015/2021
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
LifeStar Insurance P.l.c. (formerly GlobalCapital Life Insurance Ltd)
Category Issue:
Value at maturity
Product/Service:
Life-related
Date of Arbiter's Decision:
30/11/2021
Outcome:
Not Upheld
Reason:
Merit (Case not proven)
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 009/2021
Sector:
Banking / Financial Institutions
Language:
English
Financial Services Provider:
Truevo Payments Ltd
Category Issue:
Suspected irregular activity
Product/Service:
Transfers
Date of Arbiter's Decision:
30/11/2021
Outcome:
Not Upheld
Reason:
Outside Arbiter’s competence
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 036/2020
Sector:
Insurance
Language:
English
Financial Services Provider:
Fortegra Europe Insurance Company Ltd
Category Issue:
Replacement parts
Product/Service:
Motor – Own p’holder
Date of Arbiter's Decision:
16/11/2021
Outcome:
Not Upheld
Reason:
Merit (Other)
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 037/2020
Sector:
Investments
Language:
English
Financial Services Provider:
Triton Capital Markets Limited (formerly FXDD Malta Limited)
Category Issue:
General admin/customer service
Product/Service:
Forex dealing / CfD / Binary Options
Date of Arbiter's Decision:
16/11/2021
Outcome:
Not Upheld
Reason:
Merit (Other)
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 072/2020
Sector:
Investments
Language:
English
Financial Services Provider:
Triton Capital Markets Limited (formerly FXDD Malta Limited)
Category Issue:
General admin/customer service
Product/Service:
Miscellaneous (securities and funds)
Date of Arbiter's Decision:
16/11/2021
Outcome:
Upheld by Arbiter
Reason:
N/A
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 113/2021
Sector:
Insurance
Language:
English
Financial Services Provider:
Riverstone Insurance (Malta) Limited (formerly Argo Global SE)
Category Issue:
Rejection of claim
Product/Service:
Home (Building & Contents)-related
Date of Arbiter's Decision:
16/11/2021
Outcome:
Upheld by Arbiter
Reason:
N/A
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 007/2021
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
Mapfre MSV Life plc
Category Issue:
Value at maturity
Product/Service:
Life-related
Date of Arbiter's Decision:
16/11/2021
Outcome:
Partially Upheld by Arbiter
Reason:
N/A
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 054/2020
Sector:
Banking / Financial Institutions
Language:
English
Financial Services Provider:
Truevo Payments Ltd
Category Issue:
Suspected irregular activity
Product/Service:
Cards
Date of Arbiter's Decision:
09/11/2021
Outcome:
Not Upheld
Reason:
Outside Arbiter’s competence
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 058/2020
Sector:
Investments
Language:
English
Financial Services Provider:
TMF International Pensions Limited
Category Issue:
Charges
Product/Service:
Pensions-related
Date of Arbiter's Decision:
09/11/2021
Outcome:
Not Upheld
Reason:
Merit (Other)
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 007/2020
Sector:
Investments
Language:
English
Financial Services Provider:
Calamatta Cuschieri Investment Services Limited
Category Issue:
Misselling / Suitability
Product/Service:
Miscellaneous (securities and funds)
Date of Arbiter's Decision:
09/11/2021
Outcome:
Partially Upheld by Arbiter
Reason:
N/A
Appeal Court reference:
148/2021
ASF case reference:
ASF 142/2020
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
Mapfre MSV Life plc
Category Issue:
Value at maturity
Product/Service:
Life-related
Date of Arbiter's Decision:
09/11/2021
Outcome:
Partially Upheld by Arbiter
Reason:
N/A
Appeal Court reference:
Not Appealed