To narrow your search, please select from the following:

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.

Switch to List View
ASF case reference Financial Service Provider Outcome Date of Arbiter's Decision Appeal Court reference
ASF 051/2020; 052/2020 Mapfre MSV Life plc Partially Upheld by Arbiter 22/02/2021 Not Appealed
ASF 023/2020 HSBC Bank Malta plc Not Upheld 22/02/2021 24/2021
ASF 075/2019 Bank of Valletta plc Upheld by Arbiter 22/02/2021 Not Appealed
ASF 085/2020 Building Block Insurance PCC Limited Not Upheld 01/02/2021 Not Appealed
ASF 065/2020 Building Block Insurance PCC Limited Upheld by Arbiter 01/02/2021 Not Appealed
ASF 048/2019 Axeria Insurance Limited(formerly Axeria Assistance Limited) Partially Upheld by Arbiter 01/02/2021 Not Appealed
ASF 009/2019 Sovereign Pension Services Limited Partially Upheld by Arbiter 01/02/2021 015/2021
ASF 104/2020 Building Block Insurance PCC Limited Upheld by Arbiter 12/01/2021 Not Appealed
ASF 014/2020 Propgen Limited Not Upheld 12/01/2021 Not Appealed
ASF 086/2020 Building Block Insurance PCC Limited Not Upheld 12/01/2021 Not Appealed
ASF 172/2017 Jesmond Mizzi Financial Advisors Limited Not Upheld 15/12/2020 002/2021
ASF 096/2018 STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited) Partially Upheld by Arbiter 15/12/2020 001/2021
ASF 034/2020 Axeria Insurance Limited(formerly Axeria Assistance Limited) Upheld by Arbiter 15/12/2020 Not Appealed
ASF 012/2020 Mapfre MSV Life plc Partially Upheld by Arbiter 15/12/2020 Not Appealed
ASF 079/2019 GasanMamo Insurance Limited Upheld by Arbiter 15/12/2020 Not Appealed
ASF 006/2020 Mapfre MSV Life plc Not Upheld 15/12/2020 Not Appealed
ASF 165/2018 STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited) Not Upheld 15/12/2020 Not Appealed
ASF 050/2020 Atlas Insurance PCC Limited Upheld by Arbiter 15/12/2020 Not Appealed
ASF 024/2020 HSBC Bank Malta plc Partially Upheld by Arbiter 03/11/2020 Not Appealed
ASF 065/2019 Mapfre MSV Life plc Partially Upheld by Arbiter 03/11/2020 Not Appealed