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For specific advice or dispute resolution, please contact a dispute resolution scheme or office in your country.
Secretariat does not
offer a dispute resolution service, and it cannot give consumer or legal advice.
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.
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
• transparency and accountability.
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.
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 2021 INFO Network Committee, elected by members at our Annual General Meeting
in September 2020, is:
Ger Deering, Financial Services and Pensions Ombudsman, Ireland (Chair)
Marina Baharuddin, Ombudsman for Financial Services, Malaysia
Sarah Bradley, Ombudsman for Banking Services and Investments, Canada
Larry Hattix, Office of the Ombudsman, Comptroller of the Currency, USA
Reana Steyn, Ombudsman for Banking Services, South Africa
Susan Taylor, Financial Services Complaints Ltd, New Zealand
Caroline Wayman, Financial Ombudsman Service, United Kingdom (to March 2021)
Sharmila Sharma, Securities Industry Dispute Resolution Center, Malaysia (from 26 Feb 2020)
Annual INFO Network Conference
INFO Network's annual conference delivers targeted professional development for Ombudsmen.
Our September 2020 (postponed to 2021) conference was to be hosted by our two Malaysian members (Ombudsman for Financial Services and Securities Industry Dispute Resolution Center) in Kuala Lumpur.
Given the ongoing situation worldwide, we have postponed again to September 2022, with arrangements still to be decided.
Previous INFO Network conferences have been hosted in:
2020 - Postponed due to COVID-19
2019 - Pilanesburg, South Africa, September 2019
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 before INFO Network was formalised, earlier conferences of financial services ombudsmen were convened in London, Australia, New Zealand, Canada, South Africa.
INFO Network 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:
• financial advice
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