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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 100/2022 Momentum Pensions Malta Limited Partially Upheld by Arbiter 29/02/2024 Not Appealed
ASF 011/2023 Mapfre MSV Life plc Not Upheld 23/02/2024 Not Appealed
ASF 139/2022 Momentum Pensions Malta Limited Not Upheld 23/02/2024 Not Appealed
ASF 065/2023 STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited) Not Upheld 16/02/2024 Not Appealed
ASF 128/2023 Calamatta Cuschieri Investment Services Limited,
Crystal Finance Investments Limited
Not Upheld 07/02/2024 Not Appealed
ASF 070/2023 Finance Incorporated Limited Not Upheld 07/02/2024 Not Appealed
ASF 090/2023 Foris Dax MT Limited (formerly MCO Malta Dax Limited ) Not Upheld 07/02/2024 Not Appealed
ASF 114/2022 MIB Insurance Agency Limited Not Upheld 31/01/2024 Not Appealed
ASF 093/2022 Momentum Pensions Malta Limited Partially Upheld by Arbiter 31/01/2024 Not Appealed
ASF 050/2023 Mapfre MSV Life plc Partially Upheld by Arbiter 22/01/2024 Not Appealed
ASF 085/2022 Momentum Pensions Malta Limited Partially Upheld by Arbiter 22/01/2024 9/2024
ASF 150/2023 Bank of Valletta plc Not Upheld 22/01/2024 Not Appealed
ASF 049/2023 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 086/2023 Calamatta Cuschieri Investment Services Limited Not Upheld 05/01/2024 6/2024
ASF 067/2023 HSBC Bank Malta plc Not Upheld 05/01/2024 Not Appealed
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 074/2023 Mapfre MSV Life plc Partially Upheld by Arbiter 21/12/2023 Not Appealed
ASF 116/2023 APS Bank plc Upheld by Arbiter 21/12/2023 4/2024