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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 049/2023 Mapfre MSV Life plc Partially Upheld by Arbiter 22/01/2024 Not Appealed
ASF 150/2023 Bank of Valletta plc Not Upheld 22/01/2024 Not Appealed
ASF 050/2023 Mapfre MSV Life plc Partially Upheld by Arbiter 22/01/2024 Not Appealed
ASF 184/2023 GasanMamo Insurance Limited Not Upheld 15/01/2024 Not Appealed
ASF 067/2023 HSBC Bank Malta plc Not Upheld 05/01/2024 Not Appealed
ASF 086/2023 Calamatta Cuschieri Investment Services Limited Not Upheld 05/01/2024 6/2024
In progress
ASF 034/2023 Mapfre MSV Life plc Partially Upheld by Arbiter 29/12/2023 Not Appealed
ASF 026/2023 Zenith Finance Limited(formerly MFSP Financial Management Limited) Not Upheld 29/12/2023 Not Appealed
ASF 116/2023 APS Bank plc Upheld by Arbiter 21/12/2023 4/2024
In progress
ASF 048/2022 Zillion Bits Ltd Upheld by Arbiter 21/12/2023 Not Appealed
ASF 054/2022 Momentum Pensions Malta Limited Partially Upheld by Arbiter 21/12/2023 Not Appealed
ASF 074/2023 Mapfre MSV Life plc Partially Upheld by Arbiter 21/12/2023 Not Appealed
ASF 137/2022 Foris Dax MT Limited (formerly MCO Malta Dax Limited ) Not Upheld 12/12/2023 Not Appealed
ASF 013/2022 Momentum Pensions Malta Limited Not Upheld 12/12/2023 Not Appealed
ASF 069/2023 Crystal Finance Investments Limited Not Upheld 05/12/2023 Not Appealed
ASF 079/2023 Curmi & Partners Ltd Not Upheld 29/11/2023 Not Appealed
ASF 047/2023 Foris Dax MT Limited (formerly MCO Malta Dax Limited ) Partially Upheld by Arbiter 29/11/2023 Not Appealed
ASF 081/2023 APS Bank plc Partially Upheld by Arbiter 29/11/2023 Not Appealed
ASF 084/2022 Momentum Pensions Malta Limited Not Upheld 24/11/2023 Not Appealed
ASF 085/2023 Bank of Valletta plc Partially Upheld by Arbiter 24/11/2023 Not Appealed