our members specialise in external dispute resolution
banking investments insurance credit financial advice pensions
For specific advice or dispute resolution, please contact a dispute resolution scheme or office in your country.
INFO Network's
Secretariat does not
offer a dispute resolution service, and it cannot give consumer or legal advice.
Check here for a dispute resolution scheme in your country
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About INFO Network
The International Network of Financial Services Ombudsman Schemes (INFO Network) is the worldwide association for financial services ombudsmen — independent and impartial out-of-court schemes and offices that resolve complaints brought by consumers (and, in some cases, small businesses) against banks, insurers and/or other financial services providers.
Formalised in 2007, INFO Network facilitates co-operation among its members to build expertise in external dispute resolution, by exchanging experiences and information in areas including:
• scheme/office structures, functions and governance models
• scheme/office codes of conduct
• use of information technology
• handling of systemic issues
• cross border referral of complaints
• staff training and continuing education
While many of our member schemes/offices are actually called Ombudsman, others are not. Other common terms are Mediator and Adjudicator, and the short form Ombud.
Fundamental principles
The financial services ombudsman schemes and offices that are INFO Network members are (so far as it is within their control) expected to adopt six fundamental principles, together with the effective approaches to those principles, agreed by the membership:
• independence, to secure impartiality
• clarity of scope and powers
• accessibility
• effectiveness
• fairness
• transparency and accountability.
The control and management of INFO Network sits with a Committee, supported by a Secretariat.
Committee members are elected annually by the Network's members, with the aim of ensuring representation from around the world.
The 2019 INFO Network Committee, elected by members at the 2018 AGM in September 2018, is:
Karen Stevens, Insurance & Financial Services Ombudsman Scheme, New Zealand (Chair)
Ger Deering, Financial Services Ombudsman's Bureau, Ireland
Larry Hattix, Office of the Ombudsman, Comptroller of the Currency, USA
Reana Steyn, Ombudsman for Banking Services, South Africa
Philip Field, Australian Financial Complaints Authority, Australia
Caroline Wayman, Financial Ombudsman Service, United Kingdom
Annual INFO Network Conference
INFO Network's annual conference delivers targeted professional development for Ombudsmen.
In 2019 our conference will be hosted by the Ombudsman for Banking Services South Africa from 29 September to 2 October 2019. More information soon.
Previous INFO Network conferences have been hosted in:
2018 - Dublin, Ireland, September 2018
2017 - Melbourne, Australia, September 2017
2016 - Yerevan, Armenia, September 2016
2015 - Helsinki, Finland, September 2015
2014 - Port of Spain, Republic of Trinidad and Tobago, September 2014
2013 - Taipei, Taiwan ROC, September 2013
2012 - Copenhagen, Denmark, September 2012
2011 - Vancouver, Canada, September 2011
2010 - Cape Town, South Africa, September 2010
2009 - Dublin, Ireland, June 2009
2008 - New York City, USA, September/October 2008
and earlier conferences in:
2007 - London, September 2007
2006 - Gold Coast, Australia, August 2006
The conference presentations are available to all INFO Network members in the members' intranet. Other conference delegates can request a presentation through the Secretariat.
Who are INFO Network's members?
The members of INFO Network are ombudsman schemes and offices operating as independent, out-of-court dispute resolution mechanisms in the financial sector. In this context, the term 'financial services ombudsman scheme' includes any body that is assessed as fulfilling the same independent role.
Depending on their jurisdiction, these schemes and offices provide dispute resolution services for consumers who have not been able to resolve the matter directly with their financial services provider in the areas of:
• banking
• investments
• insurance
• credit
• financial advice
• pensions/superannuation
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