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.
Mapfre MSV Life plc
Value at maturity
Life-related
10/05/2024
Partially Upheld by Arbiter
N/A
Not Appealed
Openpayd Financial Services Malta Limited
Suspected irregular activity
Transfers
10/05/2024
Not Upheld
Outside Arbiter’s competence
Not Appealed
Truevo Payments Ltd
Mistake / Incorrect application
Cards
30/04/2024
Not Upheld
Outside Arbiter’s competence
Not Appealed
Oney Insurance (PCC) Limited
Loss of earnings
Other personal lines
30/04/2024
Upheld by Arbiter
N/A
Not Appealed
GlobalCapital Financial Management Limited
Misselling / Suitability
Miscellaneous (securities and funds)
12/04/2024
Atlas Insurance PCC Limited
Rejection of claim
Travel-related
12/04/2024
Upheld by Arbiter
N/A
35/2024
In progress
Sovereign Pension Services Limited
Administration/Management/Custody
Pensions-related
12/04/2024
Upheld by Arbiter
N/A
Not Appealed
CSB International Limited
Billing and Fees
Service Quality
12/04/2024
Not Upheld
Merit (Case not proven)
Not Appealed
APS Bank plc
Opening/Closure
Home Loans
04/04/2024
Not Upheld
Merit (Other)
Not Appealed
Papaya Ltd
General admin/customer service
E-Money
04/04/2024
Not Upheld
Legal point (Other)
Not Appealed
Riverside Insurance Agency Malta Limited
Rejection of claim
Rental Car-related
04/04/2024
Not Upheld
Merit (Case not proven)
Not Appealed
Atlas Healthcare Insurance Agency Limited
Rejection of claim
Health-related
28/03/2024
Not Upheld
Merit (Case not proven)
Not Appealed
Calamatta Cuschieri Investment Services Limited
Charges
Miscellaneous (securities and funds)
28/03/2024
Partially Upheld by Arbiter
N/A
Not Appealed
Foris Dax MT Limited (formerly MCO Malta Dax Limited )
Administration/Management/Custody
Crypto / Virtual Financial Assets
22/03/2024
Sovereign Pension Services Limited
Administration/Management/Custody
Pensions-related
22/03/2024
Not Upheld
Merit (Case not proven)
Not Appealed
APS Bank plc
General admin/customer service
Transfers
21/03/2024
Upheld by Arbiter
N/A
Not Appealed
Papaya Ltd
Suspected irregular activity
Savings/Current/Term Account
21/03/2024
Not Upheld
Outside Arbiter’s competence
Not Appealed
Insurem Insurance Limited
Rejection of claim
Pet-related
13/03/2024
Not Upheld
Merit (Case not proven)
Not Appealed
HSBC Bank Malta plc
Opening/Closure
Savings/Current/Term Account
07/03/2024
Not Upheld
Merit (Case not proven)
Not Appealed
Bank of Valletta plc
Mistake / Incorrect application
Savings/Current/Term Account
07/03/2024
Not Upheld
Merit (Case not proven)
Not Appealed