To narrow your search, please select from the following:

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.

Switch to List View
ASF case reference Financial Service Provider Outcome Date of Arbiter's Decision Appeal Court reference
ASF 089/2022 XNT LTD. Not Upheld 22/06/2023 Not Appealed
ASF 140/2022 Mapfre MSV Life plc Partially Upheld by Arbiter 22/06/2023 Not Appealed
ASF 099/2022 Bank of Valletta plc Not Upheld 22/06/2023 77/2023
In progress
ASF 095/2022 HSBC Bank Malta plc Not Upheld 16/06/2023 75/2023
In progress
ASF 038/2022 OANDA Europe Markets Ltd. Partially Upheld by Arbiter 16/06/2023 Not Appealed
ASF 067/2022 Lazarus Long Limited (formerly Phoenix Payments Limited) Not Upheld 16/06/2023 Not Appealed
ASF 001/2022 STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited) Partially Upheld by Arbiter 16/06/2023 74/2023
In progress
ASF 108/2021 STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited) Partially Upheld by Arbiter 08/06/2023 Not Appealed
ASF 016/2023 Bank of Valletta plc Upheld by Arbiter 08/06/2023 Not Appealed
ASF 024/2023 Truevo Payments Ltd Not Upheld 06/06/2023 Not Appealed
ASF 148/2022 Calamatta Cuschieri Investment Services Limited Not Upheld 06/06/2023 Not Appealed
ASF 128/2022 Global Shares Execution Services Limited Not Upheld 06/06/2023 Not Appealed
ASF 009/2022 Triton Capital Markets Limited (formerly FXDD Malta Limited) Not Upheld 06/06/2023 Not Appealed
ASF 063/2022 Multitude Bank P.l.c. (formerly Ferratum Bank p.l.c.) Not Upheld 06/06/2023 Not Appealed
ASF 091/2022 MZ Investment Services Limited Not Upheld 26/05/2023 Not Appealed
ASF 051/2022 Foris Dax MT Limited (formerly MCO Malta Dax Limited ) Not Upheld 26/05/2023 Not Appealed
ASF 083/2022 Foris Dax MT Limited (formerly MCO Malta Dax Limited ) Not Upheld 26/05/2023 Not Appealed
ASF 053/2022 Foris Dax MT Limited (formerly MCO Malta Dax Limited ) Not Upheld 26/05/2023 Not Appealed
ASF 106/2022 Foris Dax MT Limited (formerly MCO Malta Dax Limited ) Not Upheld 26/05/2023 Not Appealed
ASF 163/2021 STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited) Partially Upheld by Arbiter 17/05/2023 67/2023
In progress