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.
Momentum Pensions Malta Limited
Administration/Management/Custody
Pensions-related
Not Upheld
10/01/2023
Not Appealed
Dominion Fiduciary Services (Malta) Limited
Administration/Management/Custody
Portfolio Management
Not Upheld
10/01/2023
Not Appealed
Riverstone Insurance (Malta) Limited (formerly Argo Global SE)
Rejection of claim
Other business lines
Not Upheld
10/01/2023
Not Appealed
GlobalCapital Financial Management Limited
General admin/customer service
Miscellaneous (securities and funds)
Not Upheld
19/12/2022
Not Appealed
Mapfre MSV Life P.l.c.
Value at maturity
Life-related
Partially Upheld by Arbiter
19/12/2022
Not Appealed
APS Bank p.l.c
Suspected irregular activity
Transfers
Not Upheld
07/12/2022
Not Appealed
Mapfre MSV Life P.l.c.
Value at maturity
Life-related
Partially Upheld by Arbiter
07/12/2022
Not Appealed
Calamatta Cuschieri Investment Services Limited
Misselling / Suitability
Miscellaneous (securities and funds)
Not Upheld
05/12/2022
Not Appealed
Mapfre MSV Life P.l.c.
Value at maturity
Life-related
Partially Upheld by Arbiter
05/12/2022
Not Appealed
STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited)
Administration/Management/Custody
Pensions-related
Partially Upheld by Arbiter
05/12/2022
163/2022
In progress
Foris Dax MT Limited (formerly MCO Malta Dax Limited )
Administration/Management/Custody
Crypto / Virtual Financial Assets
Not Upheld
05/12/2022
Not Appealed
Dominion Fiduciary Services (Malta) Limited
Administration/Management/Custody
Pensions-related
Not Upheld
14/11/2022
Not Appealed
Mapfre Middlesea plc
Value at maturity
Life-related
Partially Upheld by Arbiter
14/11/2022
Not Appealed
ITC International Pensions Limited
Administration/Management/Custody
Pensions-related
Not Upheld
14/11/2022
Not Appealed
Papaya Ltd
Unauthorised use
Cards
Not Upheld
14/11/2022
Not Appealed
Mapfre MSV Life P.l.c.
Value at maturity
Life-related
Upheld by Arbiter
14/11/2022
Not Appealed
BNF Bank plc
General admin/customer service
Other loans and advances
Not Upheld
28/09/2022
Not Appealed
Mapfre MSV Life P.l.c.
Value at maturity
Life-related
Partially Upheld by Arbiter
28/09/2022
Not Appealed
Foris Dax MT Limited (formerly MCO Malta Dax Limited )
Administration/Management/Custody
Crypto / Virtual Financial Assets
Not Upheld
28/09/2022
Not Appealed
STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited)
Administration/Management/Custody
Pensions-related
Partially Upheld by Arbiter
28/09/2022
138/2022, 140/2022
In progress