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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 072/2022 Mapfre MSV Life plc Not Upheld 14/03/2023 Not Appealed
ASF 071/2022 BNF Bank plc Not Upheld 14/03/2023 37/2023
In progress
ASF 087/2021 Deriv Investments (Europe) Limited(formerly Binary Investments (Europe) Limited) Not Upheld 22/02/2023 Not Appealed
ASF 044/2022 Mapfre MSV Life plc Partially Upheld by Arbiter 22/02/2023 Not Appealed
ASF 027/2022 Mapfre Middlesea plc Not Upheld 22/02/2023 Not Appealed
ASF 061/2022 Mapfre MSV Life plc Partially Upheld by Arbiter 22/02/2023 Not Appealed
ASF 035/2022 GasanMamo Insurance Limited Not Upheld 22/02/2023 Not Appealed
ASF 160/2021 Dominion Fiduciary Services (Malta) Limited Not Upheld 20/02/2023 Not Appealed
ASF 097/2022 Bank of Valletta plc Upheld by Arbiter 20/02/2023 28/2023
In progress
ASF 130/2021 Integrated-Capabilities (Malta) Limited Partially Upheld by Arbiter 13/02/2023 24/2023
In progress
ASF 107/2021 Optimus Fiduciaries (Malta) Ltd. Partially Upheld by Arbiter 13/02/2023 25/2023
In progress
ASF 065/2022 Momentum Pensions Malta Limited Not Upheld 10/01/2023 Not Appealed
ASF 110/2021 Dominion Fiduciary Services (Malta) Limited Not Upheld 10/01/2023 Not Appealed
ASF 081/2022 Riverstone Insurance (Malta) Limited (formerly Argo Global SE) Not Upheld 10/01/2023 Not Appealed
ASF 159/2021 GlobalCapital Financial Management Limited Not Upheld 19/12/2022 Not Appealed
ASF 136/2021 Mapfre MSV Life plc Partially Upheld by Arbiter 19/12/2022 Not Appealed
ASF 109/2022 APS Bank plc Not Upheld 07/12/2022 Not Appealed
ASF 134/2021 Mapfre MSV Life plc Partially Upheld by Arbiter 07/12/2022 Not Appealed
ASF 109/2021 Calamatta Cuschieri Investment Services Limited Not Upheld 05/12/2022 Not Appealed
ASF 131/2021 Mapfre MSV Life plc Partially Upheld by Arbiter 05/12/2022 Not Appealed