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 012/2023 | DLOCAL LIMITED | Not Upheld | 21/07/2023 | Not Appealed |
ASF 112/2022 | APS Bank plc | Partially Upheld by Arbiter | 21/07/2023 | Not Appealed |
ASF 126/2022 | Mapfre MSV Life plc | Partially Upheld by Arbiter | 14/07/2023 | Not Appealed |
ASF 123/2022 | APS Bank plc | Partially Upheld by Arbiter | 04/07/2023 | 76/2023 |
ASF 079/2022 | Mapfre MSV Life plc | Partially Upheld by Arbiter | 30/06/2023 | Not Appealed |
ASF 012/2022 | MeDirect Bank (Malta) P.l.c | Not Upheld | 30/06/2023 | Not Appealed |
ASF 105/2022 | HSBC Life Assurance (Malta) Limited, HSBC Bank Malta plc |
Partially Upheld by Arbiter | 30/06/2023 | Not Appealed |
ASF 081/2021 | STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited) | Not Upheld | 30/06/2023 | Not Appealed |
ASF 099/2022 | Bank of Valletta plc | Not Upheld | 22/06/2023 | 77/2023 |
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 001/2022 | STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited) | Partially Upheld by Arbiter | 16/06/2023 | 74/2023 |
ASF 095/2022 | HSBC Bank Malta plc | Not Upheld | 16/06/2023 | 75/2023 |
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 016/2023 | Bank of Valletta plc | Upheld by Arbiter | 08/06/2023 | Not Appealed |
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 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 024/2023 | Truevo Payments Ltd | Not Upheld | 06/06/2023 | Not Appealed |