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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 425/2016 GlobalCapital Financial Management Limited Upheld by Arbiter 27/09/2017 55/2017
ASF 417/2016 GlobalCapital Financial Management Limited Upheld by Arbiter 27/09/2017 53/2017
ASF 447/2016 Crystal Finance Investments Limited Upheld by Arbiter 27/09/2017 49/2017
ASF 413/2016 Crystal Finance Investments Limited Partially Upheld by Arbiter 27/09/2017 48/2017
ASF 089/2016 Crystal Finance Investments Limited Upheld by Arbiter 27/09/2017 47/2017
ASF 027/2017 Bank of Valletta plc Not Upheld 27/09/2017 Not Appealed
ASF 426/2016 Crystal Finance Investments Limited Upheld by Arbiter 27/09/2017 Not Appealed
ASF 420/2016 Hollingsworth International Financial Services Limited Upheld by Arbiter 27/09/2017 Not Appealed
ASF 427/2016 Hollingsworth International Financial Services Limited Not Upheld 27/09/2017 Not Appealed
ASF 430/2016 All Invest Company Limited Upheld by Arbiter 27/09/2017 Not Appealed
ASF 466/2016 APS Bank plc Not Upheld 14/06/2017 Not Appealed
ASF 361/2016 Bank of Valletta plc Not Upheld 14/06/2017 Not Appealed
ASF 370/2016 GlobalCapital Financial Management Limited Upheld by Arbiter 14/06/2017 32/2017
ASF 412/2016 Crystal Finance Investments Limited Upheld by Arbiter 14/06/2017 33/2017
ASF 392/2016 All Invest Company Limited Upheld by Arbiter 14/06/2017 34/2017
ASF 414/2016 GlobalCapital Financial Management Limited Upheld by Arbiter 14/06/2017 36/2017
ASF 403/2016 GlobalCapital Financial Management Limited Upheld by Arbiter 14/06/2017 35/2017
ASF 387/2016 Zenith Finance Limited(formerly MFSP Financial Management Limited) Upheld by Arbiter 14/06/2017 Not Appealed
ASF 035/2017 Mapfre Middlesea plc Upheld by Arbiter 14/06/2017 Not Appealed
ASF 437/2016 All Invest Company Limited Upheld by Arbiter 14/06/2017 Not Appealed