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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 096/2022 Momentum Pensions Malta Limited Partially Upheld by Arbiter 03/11/2023 Not Appealed
ASF 030/2023 OKCoin Europe Ltd Not Upheld 03/11/2023 Not Appealed
ASF 127/2022 QIC EUROPE LIMITED Partially Upheld by Arbiter 26/10/2023 Not Appealed
ASF 115/2022 Momentum Pensions Malta Limited Not Upheld 26/10/2023 Not Appealed
ASF 083/2023 Mapfre MSV Life plc Partially Upheld by Arbiter 26/10/2023 Not Appealed
ASF 110/2022 Momentum Pensions Malta Limited Not Upheld 26/10/2023 Not Appealed
ASF 022/2022 STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited) Partially Upheld by Arbiter 26/10/2023 112/2023
In progress
ASF 054/2023 Mapfre MSV Life plc Partially Upheld by Arbiter 19/10/2023 Not Appealed
ASF 029/2023 Mapfre MSV Life plc Partially Upheld by Arbiter 19/10/2023 Not Appealed
ASF 019/2023 Mapfre MSV Life plc Partially Upheld by Arbiter 19/10/2023 Not Appealed
ASF 021/2023 Mapfre MSV Life plc Partially Upheld by Arbiter 13/10/2023 Not Appealed
ASF 021/2022 Momentum Pensions Malta Limited Partially Upheld by Arbiter 13/10/2023 Not Appealed
ASF 051/2021 Sovereign Pension Services Limited Upheld by Arbiter 13/10/2023 108/2023
In progress
ASF 045/2023 Mapfre MSV Life plc Partially Upheld by Arbiter 13/10/2023 Not Appealed
ASF 147/2021 Foris Dax MT Limited (formerly MCO Malta Dax Limited ) Not Upheld 13/10/2023 Not Appealed
ASF 066/2023 Lazarus Long Limited (formerly Phoenix Payments Limited) Not Upheld 13/10/2023 Not Appealed
ASF 139/2021 STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited) Partially Upheld by Arbiter 22/09/2023 Not Appealed
ASF 056/2022 Momentum Pensions Malta Limited Not Upheld 22/09/2023 Not Appealed
ASF 019/2022 MC Trustees (Malta) Ltd Partially Upheld by Arbiter 15/09/2023 93/2023
In progress
ASF 013/2023 Mapfre MSV Life plc Partially Upheld by Arbiter 15/09/2023 Not Appealed