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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 005/2021 Mapfre MSV Life plc Partially Upheld by Arbiter 19/10/2021 Not Appealed
ASF 058/2019 HSBC Bank Malta plc Not Upheld 13/09/2021 Not Appealed
ASF 070/2020 Truevo Payments Ltd Not Upheld 13/09/2021 Not Appealed
ASF 091/2020 HSBC Bank Malta plc Not Upheld 13/09/2021 099/2021
ASF 025/2020 HSBC Bank Malta plc Not Upheld 13/09/2021 Not Appealed
ASF 004/2020 Mapfre Middlesea plc Upheld by Arbiter 13/09/2021 102/2021
ASF 114/2020 Elmo Insurance Limited Partially Upheld by Arbiter 13/09/2021 Not Appealed
ASF 107/2020 Atlas Insurance PCC Limited Upheld by Arbiter 13/09/2021 Not Appealed
ASF 088/2020 Mapfre MSV Life plc Partially Upheld by Arbiter 13/09/2021 Not Appealed
ASF 016/2021 Crystal Finance Investments Limited Upheld by Arbiter 13/09/2021 Not Appealed
ASF 039/2021 Building Block Insurance PCC Limited Upheld by Arbiter 13/09/2021 Not Appealed
ASF 057/2021 Building Block Insurance PCC Limited Upheld by Arbiter 13/09/2021 Not Appealed
ASF 084/2019 Integrated-Capabilities (Malta) Limited Not Upheld 06/07/2021 77/2021
ASF 107/2019 Integrated-Capabilities (Malta) Limited Not Upheld 06/07/2021 76/2021
ASF 048/2020 HSBC Bank Malta plc Not Upheld 06/07/2021 Not Appealed
ASF 069/2020 Citadel Insurance plc Upheld by Arbiter 06/07/2021 Not Appealed
ASF 136/2020 Mapfre MSV Life plc Partially Upheld by Arbiter 06/07/2021 Not Appealed
ASF 001/2020 Eagle Star (Malta) Limited Partially Upheld by Arbiter 06/07/2021 Not Appealed
ASF 101/2019 Momentum Pensions Malta Limited Not Upheld 01/06/2021 Not Appealed
ASF 102/2019 & ASF 103/2019 STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited) Not Upheld 01/06/2021 Not Appealed