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.
Bank of Valletta plc
Misselling / Suitability
Complex/Professional/Experienced/Structured investments
Not Upheld
01/01/2018
Not Appealed
Crystal Finance Investments Limited
Misselling / Suitability
Miscellaneous (securities and funds)
Partially Upheld by Arbiter
28/12/2017
5/2018
Mapfre MSV Life plc
Value at maturity
Life-related
Partially Upheld by Arbiter
28/12/2017
6/2018
Crystal Finance Investments Limited
Misselling / Suitability
Miscellaneous (securities and funds)
Partially Upheld by Arbiter
28/12/2017
3/2018
ASF 371/2016
Investments
Maltese
Crystal Finance Investments Limited
Misselling / Suitability
Miscellaneous (securities and funds)
Partially Upheld by Arbiter
28/12/2017
04/2018
Antes Insurance Brokers Limited(formerly Island Insurance Brokers Limited)
Rejection of claim
Travel-related
Upheld by Arbiter
28/12/2017
Not Appealed
All Invest Company Limited
Misselling / Suitability
Complex/Professional/Experienced/Structured investments
Upheld by Arbiter
28/12/2017
Not Appealed
Mapfre Middlesea plc
Rejection of claim
Travel-related
Upheld by Arbiter
28/12/2017
Not Appealed
Crystal Finance Investments Limited
Misselling / Suitability
Miscellaneous (securities and funds)
Not Upheld
28/12/2017
Not Appealed
ASF 444/2016
Investments
Maltese
All Invest Company Limited
Misselling / Suitability
Complex/Professional/Experienced/Structured investments
Upheld by Arbiter
28/12/2017
Not Appealed
Crystal Finance Investments Limited
Misselling / Suitability
Miscellaneous (securities and funds)
Upheld by Arbiter
28/11/2017
68/2017
Citadel Insurance plc
General admin/customer service
Life-related
Upheld by Arbiter
28/11/2017
67/2017
ASF 015/2017
Investments
Maltese
All Invest Company Limited
Misselling / Suitability
Complex/Professional/Experienced/Structured investments
Upheld by Arbiter
28/11/2017
Not Appealed
Sovereign Pension Services Limited
Delays
Pensions-related
Upheld by Arbiter
28/11/2017
Not Appealed
STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited)
General admin/customer service
Pensions-related
Upheld by Arbiter
28/11/2017
Not Appealed
All Invest Company Limited
Misselling / Suitability
Miscellaneous (securities and funds)
Upheld by Arbiter
28/11/2017
Not Appealed
ASF 454/2016
Investments
Maltese
All Invest Company Limited
Misselling / Suitability
Complex/Professional/Experienced/Structured investments
Upheld by Arbiter
14/11/2017
Not Appealed
Hollingsworth International Financial Services Limited
Misselling / Suitability
Complex/Professional/Experienced/Structured investments
Upheld by Arbiter
13/11/2017
Not Appealed
Crystal Finance Investments Limited
Misselling / Suitability
Miscellaneous (securities and funds)
Upheld by Arbiter
13/11/2017
Not Appealed
Harbour Pensions Limited
Charges
Pensions-related
Not Upheld
07/11/2017
Not Appealed