INFO Network

 

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.

 

Read more about these fundamental principles

 

Network policies

 

INFO Network members are required to adhere to a number of policies that have been adopted by members in general meetings. These include policies relating to use of information shared among members and anti-harassment.

 

Further information can be obtained from the Secretariat