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
19/10/2021
Partially Upheld by Arbiter
N/A
Not Appealed
HSBC Bank Malta plc
Unauthorised use
Cards
13/09/2021
Not Upheld
Merit (Other)
Not Appealed
Truevo Payments Ltd
Suspected irregular activity
Cards
13/09/2021
Not Upheld
Outside Arbiter’s competence
Not Appealed
HSBC Bank Malta plc
Misselling / Suitability
Complex/Professional/Experienced/Structured investments
13/09/2021
HSBC Bank Malta plc
Unauthorised use
Cards
13/09/2021
Not Upheld
Merit (Other)
Not Appealed
Mapfre Middlesea plc
Rejection of claim
Home (Building & Contents)-related
13/09/2021
Elmo Insurance Limited
Rejection of claim
Motor – Own p’holder
13/09/2021
Partially Upheld by Arbiter
N/A
Not Appealed
Atlas Insurance PCC Limited
Value at maturity
Travel-related
13/09/2021
Upheld by Arbiter
N/A
Not Appealed
Mapfre MSV Life plc
Value at maturity
Life-related
13/09/2021
Partially Upheld by Arbiter
N/A
Not Appealed
Crystal Finance Investments Limited
Misselling / Suitability
Miscellaneous (securities and funds)
13/09/2021
Upheld by Arbiter
N/A
Not Appealed
Building Block Insurance PCC Limited
Rejection of claim
Other business lines
13/09/2021
Upheld by Arbiter
N/A
Not Appealed
Building Block Insurance PCC Limited
Rejection of claim
Other personal lines
13/09/2021
Upheld by Arbiter
N/A
Not Appealed
Integrated-Capabilities (Malta) Limited
Administration/Management/Custody
Pensions-related
06/07/2021
Integrated-Capabilities (Malta) Limited
Administration/Management/Custody
Pensions-related
06/07/2021
HSBC Bank Malta plc
Inappropriate product/service
Transfers
06/07/2021
Not Upheld
Merit (Other)
Not Appealed
Citadel Insurance plc
Market value
Motor – Own p’holder
06/07/2021
Upheld by Arbiter
N/A
Not Appealed
Mapfre MSV Life plc
Value at maturity
Life-related
06/07/2021
Partially Upheld by Arbiter
N/A
Not Appealed
Eagle Star (Malta) Limited
Value at maturity
Life-related
06/07/2021
Partially Upheld by Arbiter
N/A
Not Appealed
Momentum Pensions Malta Limited
Administration/Management/Custody
Pensions-related
01/06/2021
Not Upheld
Outside Arbiter’s competence
Not Appealed
STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited)
Administration/Management/Custody
Pensions-related
01/06/2021
Not Upheld
Merit (Case not proven)
Not Appealed