How to use FIN-NET?
Out-of-court complaint schemes normally cover service providers which
operate in and from the country where the scheme exists. This means that
if a consumer complains about a foreign financial services provider, his/her
complaint will normally be handled by a complaint body which operates in
the country where the financial services provider is located.
A consumer having a complaint against a financial services provider
located in another country may:
- Use this website to identify the relevant out-of court complaint
scheme in the country of the financial services provider and contact
that body directly.
- Contact the out-of-court complaint scheme in his/her home
country, which will help to identify the relevant complaint scheme
in the country of the financial services provider and will give all
the necessary information about the scheme and its complaints
procedure. If a consumer decides to file a complaint, he/she can
leave it with the FIN-NET member in his/her country, which will
transfer it to the relevant scheme in the service provider's
country. In some cases it might be more efficient for a consumer to
contact the relevant scheme directly, and in these cases the FIN-NET
member in his home country will suggest him/her to do so. Once the
competent scheme has received the complaint, it will try to resolve
the dispute according to its rules and taking into account the
Commission Recommendation 98/257/EC on principles applicable to
bodies responsible for out-of-court settlement of consumer disputes.
FIN-NET schemes aim to give consumers the possibility to make their
cross-border complaints at least in the language of their financial
contract or in the language in which they have normally dealt with their
financial services provider. Many schemes work in other languages as
For a list of FIN-NET members and their characteristics, please see
Members of FIN-NET.
Consumers may also use the FIN-NET form for cross-border financial services complaints, which contains
an explanation of the steps to be taken, as a first entry point into
For further information on how to use FIN-NET, please see the