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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 371/2016 Crystal Finance Investments Limited Partially Upheld by Arbiter 28/12/2017 04/2018
ASF 438/2016 All Invest Company Limited Upheld by Arbiter 28/12/2017 Not Appealed
ASF 440/2016 Mapfre Middlesea plc Upheld by Arbiter 28/12/2017 Not Appealed
ASF 444/2016 All Invest Company Limited Upheld by Arbiter 28/12/2017 Not Appealed
ASF 440/2016 Antes Insurance Brokers Limited(formerly Island Insurance Brokers Limited) Upheld by Arbiter 28/12/2017 Not Appealed
ASF 415/2016 Crystal Finance Investments Limited Upheld by Arbiter 28/11/2017 68/2017
ASF 377/2016 Citadel Insurance plc Upheld by Arbiter 28/11/2017 67/2017
ASF 022/2017 Sovereign Pension Services Limited Upheld by Arbiter 28/11/2017 Not Appealed
ASF 484/2016 STM Malta Pension Services Limited (formerly STM Malta Trust and Company Management Limited) Upheld by Arbiter 28/11/2017 Not Appealed
ASF 397/2016 All Invest Company Limited Upheld by Arbiter 28/11/2017 Not Appealed
ASF 015/2017 All Invest Company Limited Upheld by Arbiter 28/11/2017 Not Appealed
ASF 454/2016 All Invest Company Limited Upheld by Arbiter 14/11/2017 Not Appealed
ASF 419/2016 Hollingsworth International Financial Services Limited Upheld by Arbiter 13/11/2017 Not Appealed
ASF 399/2016 Crystal Finance Investments Limited Upheld by Arbiter 13/11/2017 Not Appealed
ASF 364/2016 Crystal Finance Investments Limited Not Upheld 07/11/2017 Not Appealed
ASF 032/2017 Argus Insurance Agencies Limited Not Upheld 07/11/2017 Not Appealed
ASF 422/2016 Harbour Pensions Limited Not Upheld 07/11/2017 Not Appealed
ASF 401/2016 Bank of Valletta plc Not Upheld 07/11/2017 Not Appealed
ASF 429/2016 All Invest Company Limited Upheld by Arbiter 07/11/2017 Not Appealed
ASF 495/2016 Bank of Valletta plc Not Upheld 03/10/2017 Not Appealed