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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 111/2022 Foris Dax MT Limited (formerly MCO Malta Dax Limited ) Not Upheld 27/07/2023 Not Appealed
ASF 018/2023 APS Bank plc Not Upheld 21/07/2023 Not Appealed
ASF 042/2022 MPM Capital Investments Ltd Not Upheld 21/07/2023 Not Appealed
ASF 146/2022 Mapfre MSV Life plc Not Upheld 21/07/2023 Not Appealed
ASF 012/2023 DLOCAL LIMITED Not Upheld 21/07/2023 Not Appealed
ASF 112/2022 APS Bank plc Partially Upheld by Arbiter 21/07/2023 Not Appealed
ASF 006/2023 Lazarus Long Limited (formerly Phoenix Payments Limited) Not Upheld 21/07/2023 Not Appealed
ASF 028/2023 Novum Bank Limited Not Upheld 21/07/2023 Not Appealed
ASF 126/2022 Mapfre MSV Life plc Partially Upheld by Arbiter 14/07/2023 Not Appealed
ASF 123/2022 APS Bank plc Partially Upheld by Arbiter 04/07/2023 76/2023
ASF 012/2022 MeDirect Bank (Malta) P.l.c Not Upheld 30/06/2023 Not Appealed
ASF 105/2022 HSBC Life Assurance (Malta) Limited,
HSBC Bank Malta plc
Partially Upheld by Arbiter 30/06/2023 Not Appealed
ASF 081/2021 STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited) Not Upheld 30/06/2023 Not Appealed
ASF 079/2022 Mapfre MSV Life plc Partially Upheld by Arbiter 30/06/2023 Not Appealed
ASF 089/2022 XNT LTD. Not Upheld 22/06/2023 Not Appealed
ASF 140/2022 Mapfre MSV Life plc Partially Upheld by Arbiter 22/06/2023 Not Appealed
ASF 099/2022 Bank of Valletta plc Not Upheld 22/06/2023 77/2023
ASF 038/2022 OANDA Europe Markets Ltd. Partially Upheld by Arbiter 16/06/2023 Not Appealed
ASF 067/2022 Lazarus Long Limited (formerly Phoenix Payments Limited) Not Upheld 16/06/2023 Not Appealed
ASF 001/2022 STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited) Partially Upheld by Arbiter 16/06/2023 74/2023
In progress