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.
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 |