International Network of Financial Services Ombudsman Schemes

Fundamental principles

and effective approaches to meeting them
available in eight languages

The six principles

In 2014, after studying worldwide standards relevant to Ombudsman schemes, the Members of INFO Network agreed six fundamental principles and effective approaches to meeting those principles.

  • Independence, to secure impartiality
  • Clarity of scope and powers
  • Accessibility
  • Effectiveness
  • Fairness
  • Transparency and accountability 

Available in eight languages

Our 'Effective approaches to fundamental principles' guide is also available in PDF in eight languages.

It was developed from work undertaken for the World Bank in 2012 by representatives of two of our member schemes — David Thomas (UK) and Frances Frizon (France).

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