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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:
ASF 034/2023
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
Mapfre MSV Life plc
Category Issue:
Value at maturity
Product/Service:
Life-related
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
29/12/2023
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 026/2023
Sector:
Investments
Language:
Maltese
Financial Services Provider:
Zenith Finance Limited(formerly MFSP Financial Management Limited)
Category Issue:
Refusal to give information
Product/Service:
Miscellaneous (securities and funds)
Outcome:
Not Upheld
Date of Arbiter's Decision:
29/12/2023
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 116/2023
Sector:
Banking / Financial Institutions
Language:
English
Financial Services Provider:
APS Bank plc
Category Issue:
Suspected irregular activity
Product/Service:
Savings/Current/Term Account
Outcome:
Upheld by Arbiter
Date of Arbiter's Decision:
21/12/2023
Appeal Court reference:
4/2024
In progress
ASF case reference:
ASF 048/2022
Sector:
Investments
Language:
English
Financial Services Provider:
Zillion Bits Ltd
Category Issue:
Administration/Management/Custody
Product/Service:
Crypto / Virtual Financial Assets
Outcome:
Upheld by Arbiter
Date of Arbiter's Decision:
21/12/2023
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 054/2022
Sector:
Investments
Language:
English
Financial Services Provider:
Momentum Pensions Malta Limited
Category Issue:
Administration/Management/Custody
Product/Service:
Pensions-related
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
21/12/2023
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 074/2023
Sector:
Insurance
Language:
English
Financial Services Provider:
Mapfre MSV Life plc
Category Issue:
Value at maturity
Product/Service:
Life-related
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
21/12/2023
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 013/2022
Sector:
Investments
Language:
English
Financial Services Provider:
Momentum Pensions Malta Limited
Category Issue:
Administration/Management/Custody
Product/Service:
Pensions-related
Outcome:
Not Upheld
Date of Arbiter's Decision:
12/12/2023
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 137/2022
Sector:
Investments
Language:
English
Financial Services Provider:
Foris Dax MT Limited (formerly MCO Malta Dax Limited )
Category Issue:
Administration/Management/Custody
Product/Service:
Crypto / Virtual Financial Assets
Outcome:
Not Upheld
Date of Arbiter's Decision:
12/12/2023
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 069/2023
Sector:
Investments
Language:
Maltese
Financial Services Provider:
Crystal Finance Investments Limited
Category Issue:
Misselling / Suitability
Product/Service:
Miscellaneous (securities and funds)
Outcome:
Not Upheld
Date of Arbiter's Decision:
05/12/2023
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 047/2023
Sector:
Investments
Language:
English
Financial Services Provider:
Foris Dax MT Limited (formerly MCO Malta Dax Limited )
Category Issue:
Administration/Management/Custody
Product/Service:
Crypto / Virtual Financial Assets
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
29/11/2023
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 079/2023
Sector:
Investments
Language:
Maltese
Financial Services Provider:
Curmi & Partners Ltd
Category Issue:
Misselling / Suitability
Product/Service:
Miscellaneous (securities and funds)
Outcome:
Not Upheld
Date of Arbiter's Decision:
29/11/2023
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 081/2023
Sector:
Banking / Financial Institutions
Language:
Maltese
Financial Services Provider:
APS Bank plc
Category Issue:
Suspected irregular activity
Product/Service:
Savings/Current/Term Account
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
29/11/2023
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 041/2023
Sector:
Banking / Financial Institutions
Language:
English
Financial Services Provider:
Bank of Valletta plc
Category Issue:
Suspected irregular activity
Product/Service:
Savings/Current/Term Account
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
24/11/2023
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 084/2022
Sector:
Investments
Language:
English
Financial Services Provider:
Momentum Pensions Malta Limited
Category Issue:
Administration/Management/Custody
Product/Service:
Pensions-related
Outcome:
Not Upheld
Date of Arbiter's Decision:
24/11/2023
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 085/2023
Sector:
Banking / Financial Institutions
Language:
English
Financial Services Provider:
Bank of Valletta plc
Category Issue:
Suspected irregular activity
Product/Service:
Savings/Current/Term Account
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
24/11/2023
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 107/2022
Sector:
Banking / Financial Institutions
Language:
English
Financial Services Provider:
Lazarus Long Limited (formerly Phoenix Payments Limited)
Category Issue:
Suspected irregular activity
Product/Service:
Transfers
Outcome:
Not Upheld
Date of Arbiter's Decision:
24/11/2023
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 062/2023
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
Eagle Star (Malta) Limited
Category Issue:
Value at maturity
Product/Service:
Life-related
Outcome:
Not Upheld
Date of Arbiter's Decision:
24/11/2023
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 149/2022
Sector:
Investments
Language:
English
Financial Services Provider:
Momentum Pensions Malta Limited
Category Issue:
Administration/Management/Custody
Product/Service:
Pensions-related
Outcome:
Not Upheld
Date of Arbiter's Decision:
17/11/2023
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 040/2023
Sector:
Banking / Financial Institutions
Language:
Maltese
Financial Services Provider:
Bank of Valletta plc
Category Issue:
Suspected irregular activity
Product/Service:
Savings/Current/Term Account
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
17/11/2023
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 036/2023
Sector:
Banking / Financial Institutions
Language:
Maltese
Financial Services Provider:
Bank of Valletta plc
Category Issue:
Suspected irregular activity
Product/Service:
Savings/Current/Term Account
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
17/11/2023
Appeal Court reference:
Not Appealed