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Arbiter's Decisions

You can search for decisions delivered by the Arbiter for Financial Servicesand judgements delivered by the Court of Appeal (Civil, Inferior)for those decisionsthat have been appealed

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 ofthe 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 104/2020
Sector:
Insurance
Language:
English
Financial Services Provider:
Building Block Insurance PCC Limited
Category Issue:
Rejection of claim
Product/Service:
Pet-related
Outcome:
Upheld by Arbiter
Date of Arbiter's Decision:
12/01/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 014/2020
Sector:
Insurance
Language:
English
Financial Services Provider:
Propgen Limited
Category Issue:
General admin/customer service
Product/Service:
Commercial policies
Outcome:
Not Upheld
Date of Arbiter's Decision:
12/01/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 086/2020
Sector:
Insurance
Language:
English
Financial Services Provider:
Building Block Insurance PCC Limited
Category Issue:
Rejection of claim
Product/Service:
Pet-related
Outcome:
Not Upheld
Date of Arbiter's Decision:
12/01/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 172/2017
Sector:
Investments
Language:
Maltese
Financial Services Provider:
Jesmond Mizzi Financial Advisors Limited
Category Issue:
Misselling / Suitability
Product/Service:
Miscellaneous (securities and funds)
Outcome:
Not Upheld
Date of Arbiter's Decision:
15/12/2020
Appeal Court reference:
002/2021
ASF case reference:
ASF 096/2018
Sector:
Investments
Language:
English
Financial Services Provider:
STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited)
Category Issue:
Administration/Management/Custody
Product/Service:
Pensions-related
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
15/12/2020
Appeal Court reference:
001/2021
ASF case reference:
ASF 034/2020
Sector:
Insurance
Language:
English
Financial Services Provider:
Axeria Insurance Limited(formerly Axeria Assistance Limited)
Category Issue:
Rejection of claim
Product/Service:
Health-related
Outcome:
Upheld by Arbiter
Date of Arbiter's Decision:
15/12/2020
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 012/2020
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:
15/12/2020
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 165/2018
Sector:
Investments
Language:
English
Financial Services Provider:
STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited)
Category Issue:
Administration/Management/Custody
Product/Service:
Pensions-related
Outcome:
Not Upheld
Date of Arbiter's Decision:
15/12/2020
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 079/2019
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
GasanMamo Insurance Limited
Category Issue:
Rejection of claim
Product/Service:
Motor – Own p’holder
Outcome:
Upheld by Arbiter
Date of Arbiter's Decision:
15/12/2020
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 006/2020
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
Mapfre MSV Life plc
Category Issue:
Value at maturity
Product/Service:
Life-related
Outcome:
Not Upheld
Date of Arbiter's Decision:
15/12/2020
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 050/2020
Sector:
Insurance
Language:
English
Financial Services Provider:
Atlas Insurance PCC Limited
Category Issue:
Rejection of claim
Product/Service:
Pet-related
Outcome:
Upheld by Arbiter
Date of Arbiter's Decision:
15/12/2020
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 105/2019
Sector:
Banking / Financial Institutions
Language:
English
Financial Services Provider:
HSBC Bank Malta plc
Category Issue:
General admin/customer service
Product/Service:
Cards
Outcome:
Not Upheld
Date of Arbiter's Decision:
03/11/2020
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 065/2019
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:
03/11/2020
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 024/2020
Sector:
Banking / Financial Institutions
Language:
Maltese
Financial Services Provider:
HSBC Bank Malta plc
Category Issue:
General admin/customer service
Product/Service:
Cards
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
03/11/2020
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 094/2019
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:
03/11/2020
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 145/2018
Sector:
Investments
Language:
Maltese
Financial Services Provider:
MeDirect Bank (Malta) plc
Category Issue:
Misselling / Suitability
Product/Service:
Miscellaneous (securities and funds)
Outcome:
Not Upheld
Date of Arbiter's Decision:
21/10/2020
Appeal Court reference:
74/2020
ASF case reference:
ASF 095/2019
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
Mapfre MSV Life plc
Category Issue:
Rejection of claim
Product/Service:
Life-related
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
21/10/2020
Appeal Court reference:
076/2020
ASF case reference:
ASF 031/2020
Sector:
Insurance
Language:
English
Financial Services Provider:
ArgoGlobal SE
Category Issue:
Rejection of claim
Product/Service:
Home (Building & Contents)-related
Outcome:
Not Upheld
Date of Arbiter's Decision:
21/10/2020
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 003/2020
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
GasanMamo Insurance Limited
Category Issue:
Rejection of claim
Product/Service:
Travel-related
Outcome:
Not Upheld
Date of Arbiter's Decision:
21/10/2020
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 056/2019
Sector:
Insurance
Language:
English
Financial Services Provider:
Axeria Insurance Limited(formerly Axeria Assistance Limited)
Category Issue:
Rejection of claim
Product/Service:
Health-related
Outcome:
Upheld by Arbiter
Date of Arbiter's Decision:
21/10/2020
Appeal Court reference:
Not Appealed