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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 217/2023 Mapfre MSV Life plc Partially Upheld by Arbiter 08/08/2024 Not Appealed
ASF 039/2024 Bank of Valletta plc Partially Upheld by Arbiter 02/08/2024 Not Appealed
ASF 011/2024 Bank of Valletta plc Partially Upheld by Arbiter 31/07/2024 Not Appealed
ASF 089/2024 FCM Bank Limited Partially Upheld by Arbiter 26/07/2024 Not Appealed
ASF 033/2024 Bank of Valletta plc Partially Upheld by Arbiter 26/07/2024 Not Appealed
ASF 068/2022 Mapfre MSV Life plc Partially Upheld by Arbiter 18/07/2024 Not Appealed
ASF 010/2024 Bank of Valletta plc Partially Upheld by Arbiter 18/07/2024 Not Appealed
ASF 009/2024 MeDirect Bank (Malta) P.l.c Upheld by Arbiter 18/07/2024 69/2024
In progress
ASF 001/2024 GasanMamo Insurance Limited,
Thomas Smith Insurance Agency Limited
Not Upheld 15/07/2024 Not Appealed
ASF 012/2024 Bank of Valletta plc Partially Upheld by Arbiter 28/06/2024 Not Appealed
ASF 026/2024 Sovereign Pension Services Limited Partially Upheld by Arbiter 28/06/2024 Not Appealed
ASF 214/2023 Foris Dax MT Limited (formerly MCO Malta Dax Limited ) Not Upheld 21/06/2024 Not Appealed
ASF 004/2024 Mapfre MSV Life plc Partially Upheld by Arbiter 21/06/2024 Not Appealed
ASF 036/2024 CSB International Limited Not Upheld 21/06/2024 Not Appealed
ASF 022/2024 Hogg Capital Investments Limited Partially Upheld by Arbiter 21/06/2024 60/2024
In progress
ASF 027/2024 Momentum Pensions Malta Limited Partially Upheld by Arbiter 14/06/2024 Not Appealed
ASF 218/2023 Bank of Valletta plc Partially Upheld by Arbiter 06/06/2024 Not Appealed
ASF 221/2023 Bank of Valletta plc Not Upheld 06/06/2024 Not Appealed
ASF 074/2024 Papaya Ltd Not Upheld 30/05/2024 Not Appealed
ASF 215/2023 Bank of Valletta plc Partially Upheld by Arbiter 30/05/2024 Not Appealed