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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 129/2024 Papaya Ltd Partially Upheld by Arbiter 14/11/2024 Not Appealed
ASF 130/2024 Optimus Fiduciaries (Malta) Ltd. Not Upheld 14/11/2024 Not Appealed
ASF 128/2024 Papaya Ltd Partially Upheld by Arbiter 14/11/2024 Not Appealed
ASF 123/2024 Mapfre MSV Life plc Partially Upheld by Arbiter 14/11/2024 Not Appealed
ASF 090/2024 Mapfre MSV Life plc Partially Upheld by Arbiter 31/10/2024 Not Appealed
ASF 037/2024 Bank of Valletta plc Partially Upheld by Arbiter 31/10/2024 Not Appealed
ASF 084/2024 Bank of Valletta plc Not Upheld 18/10/2024 Not Appealed
ASF 135/2024 Openpayd Financial Services Malta Limited Not Upheld 15/10/2024 Not Appealed
ASF 078/2023 Integrated-Capabilities (Malta) Limited,
Optimus Fiduciaries (Malta) Ltd.
Not Upheld 11/10/2024 Not Appealed
ASF 077/2024 Foris Dax MT Limited (formerly MCO Malta Dax Limited ) Not Upheld 11/10/2024 Not Appealed
ASF 095/2024 Atlas Insurance PCC Limited Not Upheld 04/10/2024 Not Appealed
ASF 134/2024 HSBC Bank Malta plc Upheld by Arbiter 16/09/2024 Not Appealed
ASF 133/2024 Finance Incorporated Limited Not Upheld 13/09/2024 Not Appealed
ASF 069/2024 Foris Dax MT Limited (formerly MCO Malta Dax Limited ) Not Upheld 05/09/2024 Not Appealed
ASF 021/2024 Building Block Insurance PCC Limited Not Upheld 23/08/2024 Not Appealed
ASF 059/2023 Mapfre Middlesea plc Not Upheld 23/08/2024 Not Appealed
ASF 213/2023 HSBC Life Assurance (Malta) Limited Not Upheld 23/08/2024 Not Appealed
ASF 188/2023 Mapfre MSV Life plc Partially Upheld by Arbiter 23/08/2024 Not Appealed
ASF 112/2024 Openpayd Financial Services Malta Limited Not Upheld 08/08/2024 Not Appealed
ASF 217/2023 Mapfre MSV Life plc Partially Upheld by Arbiter 08/08/2024 Not Appealed