CPD: The Office of the Arbiter for Financial Services – setup, processes and outcomes

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General information

To be confirmed
17:00–19:00 CET

Webinar topics

The following topics will be discussed:
  • Key aspects arising from the law (Arbiter for Financial Services Act)
  • Powers and remit of the Arbiter for Financial Services
  • The various stages of the complaint-handling process
  • Nature and type of complaints received so far
  • Publications – Decisions of the Arbiter

Learning Objectives

Now in its fourth year of operations, the Office of the Arbiter for Financial Services (OAFS) is an autonomous and independent body with powers to mediate, investigate and adjudicate complaints filed by customers against all financial services providers. The Arbiter for Financial Services is totally independent and impartial of all parties concerned to the complaint. The aim of this session is to provide a general overview of the Office of the Arbiter for Financial Services.

Target audience

This session is aimed for compliance and complaints-handling staff of all financial services providers. However, officers, agents, intermediaries and staff of financial services providers will also find the session of relevance.

Trainer name

Mr Geoffrey Bezzina

Trainer bio and experience

Geoffrey Bezzina is the chairman of the Board of Management and Administration at the Office of the Arbiter for Financial Services. He was appointed by the Minister for Finance in April 2016.

A career in financial services regulation spanning more than two decades, Mr Bezzina has been an official of the MFSA (then Malta Financial Services Centre) since September 1995. Between 2002 and March 2016, Geoffrey was the Director, Consumer Complaints Unit at the Malta Financial Services Authority (MFSA) and the Authority’s Consumer Complaints Manager. He has edited and co-ordinated the Authority’s publications and other media initiatives aimed towards educating the consumer on various aspects of financial services.