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 Middlesea plc
Loss of Use
Motor – Own p’holder
Upheld by Arbiter
14/06/2017
Not Appealed
Bank of Valletta plc
General admin/customer service
Savings/Current/Term Account
Does not fall under OAFS competence
14/06/2017
Not Appealed
Cordina Insurance Agency Limited
Rejection of claim
Travel-related
Not Upheld
11/04/2017
Not Appealed
APS Bank plc
Mistake / Incorrect application
Home Loans
Not Upheld
11/04/2017
Not Appealed
Bank of Valletta plc
Calculation of price/interest
Miscellaneous (securities and funds)
Not Upheld
11/04/2017
Not Appealed
ASF 378/2016
Investments
Maltese
GlobalCapital Financial Management Limited
Misselling / Suitability
Complex/Professional/Experienced/Structured investments
GlobalCapital Financial Management Limited
Misselling / Suitability
Complex/Professional/Experienced/Structured investments
Does not fall under OAFS competence
11/04/2017
Not Appealed
ASF 376/2016
Insurance
Maltese
Cordina Insurance Agency Limited
Rejection of claim
Travel-related
Upheld by Arbiter
11/04/2017
Not Appealed
Cordina Insurance Agency Limited
Rejection of claim
Travel-related
Upheld by Arbiter
11/04/2017
Not Appealed
Crystal Finance Investments Limited
Misselling / Suitability
Miscellaneous (securities and funds)
Not Upheld
26/01/2017
Not Appealed
Crystal Finance Investments Limited
Misselling / Suitability
Portfolio Management
Not Upheld
26/01/2017
Not Appealed
GlobalCapital Financial Management Limited
Misselling / Suitability
Complex/Professional/Experienced/Structured investments
GlobalCapital Financial Management Limited
Misselling / Suitability
Complex/Professional/Experienced/Structured investments
Crystal Finance Investments Limited
Misselling / Suitability
Miscellaneous (securities and funds)
Partially Upheld by Arbiter
26/01/2017
Not Appealed
Crystal Finance Investments Limited
Misselling / Suitability
Miscellaneous (securities and funds)
Partially Upheld by Arbiter
26/01/2017
11/2017
GlobalCapital Financial Management Limited
Misselling / Suitability
Complex/Professional/Experienced/Structured investments
D.B.R. Investments Limited
General admin/customer service
Unauthorised business
Does not fall under OAFS competence
26/10/2016
Not Appealed
Mapfre Middlesea plc
Rejection of claim
Other personal lines
Upheld by Arbiter
26/10/2016
Not Appealed