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.
Foris Dax MT Limited (formerly MCO Malta Dax Limited )
Administration/Management/Custody
Crypto / Virtual Financial Assets
27/07/2023
Not Upheld
Merit (Case not proven)
Not Appealed
Momentum Pensions Malta Limited
General admin/customer service
Pensions-related
27/07/2023
Not Upheld
Merit (Case not proven)
Not Appealed
Lazarus Long Limited (formerly Phoenix Payments Limited)
Suspected irregular activity
Transfers
21/07/2023
Not Upheld
Outside Arbiter’s competence
Not Appealed
APS Bank plc
Suspected irregular activity
Transfers
21/07/2023
Partially Upheld by Arbiter
N/A
Not Appealed
Novum Bank Limited
Mistake / Incorrect application
Personal Loans
21/07/2023
Not Upheld
Merit (Case not proven)
Not Appealed
APS Bank plc
Opening/Closure
Savings/Current/Term Account
21/07/2023
Not Upheld
Merit (Case not proven)
Not Appealed
Mapfre MSV Life plc
Market value
Life-related
21/07/2023
Not Upheld
Merit (Case not proven)
Not Appealed
MPM Capital Investments Ltd
Delays
Miscellaneous (securities and funds)
21/07/2023
Not Upheld
Merit (Case not proven)
Not Appealed
DLOCAL LIMITED
General admin/customer service
Transfers
21/07/2023
Not Upheld
Outside Arbiter’s competence
Not Appealed
Mapfre MSV Life plc
Value at maturity
Life-related
14/07/2023
Partially Upheld by Arbiter
N/A
Not Appealed
APS Bank plc
Opening/Closure
Savings/Current/Term Account
04/07/2023
STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited)
Administration/Management/Custody
Pensions-related
30/06/2023
Not Upheld
Outside Arbiter’s competence
Not Appealed
Mapfre MSV Life plc
Value at maturity
Life-related
30/06/2023
Partially Upheld by Arbiter
N/A
Not Appealed
MeDirect Bank (Malta) P.l.c
Inappropriate product/service
Miscellaneous (securities and funds)
30/06/2023
Not Upheld
Legal point (time-barred)
Not Appealed
HSBC Life Assurance (Malta) Limited,
HSBC Bank Malta plc
Rejection of claim
Life-related
30/06/2023
Partially Upheld by Arbiter
N/A
Not Appealed
Bank of Valletta plc
Opening/Closure
Savings/Current/Term Account
22/06/2023
XNT LTD.
Administration/Management/Custody
Miscellaneous (securities and funds)
22/06/2023
Not Upheld
Merit (Case not proven)
Not Appealed
Mapfre MSV Life plc
Value at maturity
Life-related
22/06/2023
Partially Upheld by Arbiter
N/A
Not Appealed
Lazarus Long Limited (formerly Phoenix Payments Limited)
Suspected irregular activity
Transfers
16/06/2023
Not Upheld
Outside Arbiter’s competence
Not Appealed
STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited)
Charges
Pensions-related
16/06/2023