Financial Dispute Resolution Network

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Members of FIN-NET

Members of FIN-NET are linked through a Memorandum of Understanding on a Cross-Border Out-of-Court Complaints Network for Financial Services in the European Economic Area, which outlines the mechanisms and other conditions according to which members of FIN-NET shall cooperate in order to facilitate out-of-court settlement of cross-border disputes. Access to this memorandum is open to any scheme which is responsible for out-of-court settlement of disputes between consumers and service providers in the area of financial services provided that it complies with the principles set out in Commission Recommendation 98/257/EC of 30 March 1998 on the principles applicable to the bodies responsible for out-of-court settlement of consumer disputes: independence, transparency, adversarial procedure, effectiveness, legality, liberty and representation.

Adherence to this Recommendation is particularly important since the structure, nature and competence of different FIN-NET members vary. Even the schemes within a single country can take different forms in different sectors.

Currently FIN-NET has 56 members from 25 European Economic Area countries (the European Union Member States plus Iceland, Liechtenstein and Norway). More information about the members can be found below.

EU Member States

Country
 
Alternative Dispute Resolution (ADR) scheme
 
Info sheet
 
BE
Belgium
Ombudsman des Assurances / Ombudsman van de Verzekeringen
Insurance Ombudsman
Financial institutions covered: insurance companies, some mortgage intermediaries, some pension intermediaries
Financial products covered: life/non-life insurance, most pensions
 
PDF - 21 KBEnglish
  Ombudsfin
Financial institutions covered: banks, mortgage banks, credit unions, investment providers, investment intermediaries, securities intermediaries
Financial products covered: payments, deposits, credit & loans, mortgages, investments, securities, some life/non-life insurance, some pensions
 
PDF - 21 KBEnglish
CZ
Czech Republic
Finanční arbitr České Republiky
Financial Arbiter of the Czech Republic
Financial institutions covered: banks, mortgage banks, credit unions, most mortgage intermediaries, most  investment providers, other payment services providers (foreign banks, foreign financial institutions, national & foreign electronic money institutions, small-scale electronic money issuers, foreign & national payment institutions, small-scale payment institutions)
Financial products covered: payments, deposits, some credit & loans, some mortgages, some investments, some securities
 
PDF - 54 KBEnglish
DK
Denmark
Ankenævnet for Fondsmæglerselskaber
Complaint Board of Danish Securities and Brokering Companies
Financial institutions covered: most investment intermediaries
Financial products covered: most investments
 
PDF - 21 KBEnglish
  Ankenævnet for Forsikring
Insurance Complaints Board
Financial institutions covered: insurance companies, most pension providers
Financial products covered: life/non-life insurance, most pensions
 
PDF - 21 KBEnglish
  Ankenævnet for Investeringsfonde
Danish Complaint Board of Investment Funds
Financial institutions covered: most investment providers
Financial products covered: some investments
 
PDF - 21 KBEnglish
  Pengeinstitutankenævnet
Danish Complaint Board of Banking Services
Financial institutions covered: banks, most investment intermediaries, some pension providers
Financial products covered: payments, deposits, credit & loans, securities, most investments, some mortgages, some pensions
 
PDF - 21 KBEnglish
Realkreditankenævnet
Danish Mortgage Credit Complaint Board
Financial institutions covered: mortgage banks
Financial products covered: mortgages
 
PDF - 22 KBEnglish
DE
Germany
Deutscher Sparkassen- und Giroverband (DSGV)
German Savings Banks Association
Financial institutions covered: only German savings banks
Financial products covered (offered by the German Savings Banks): payments, deposits, credit & loans, mortgages, investments, pensions, securities
 
PDF - 21 KBEnglish
  Ombudsmann der deutschen genossenschaftlichen Bankengruppe (BVR)
Ombudsman of German Cooperative Banks
Financial institutions covered: most banks, some mortgage banks
Financial products covered: payments, deposits, credit & loans, mortgages, investments, some securities
 
PDF - 20 KBEnglish
Ombudsmann der öffentlichen Banken Deutschlands (VÖB)
Ombudsman of German Public Sector Banks
Financial institutions covered: some banks
Financial products covered: payments, deposits, credit & loans, mortgages, investments, some securities
 
PDF - 21 KBEnglish
  Ombudsmann der privaten Banken
Ombudsman Scheme of the Private Commercial Banks
Financial institutions covered: most banks, most mortgage banks
Financial products covered: payments, deposits, credit & loans, investments, pensions, securities
 
PDF - 22 KBEnglish
  Ombudsmann Private Kranken- und Pflegeversicherung
Ombudsman Private Health and Long-term Care Insurance
Financial institutions covered: some insurance companies
Financial products covered: private health insurance, private long-term care insurance, some non-life insurance
 
PDF - 21 KBEnglish
  Ombudsstelle für Investmentfonds
Ombudsman Scheme for Investment Funds
Financial institutions covered: some investment providers, some banks and some depositaries
Financial products covered: some investments, some securities
 
PDF - 20 KBEnglish
  Schlichtungsstelle bei der Deutschen Bundesbank
Arbitration Board at the Deutsche Bundesbank
Financial institutions covered: mortgage intermediaries, investment providers, investment intermediaries, securities intermediaries, some banks, some mortgage banks, some credit unions
Financial products covered: most payments, some deposits, some credit & loans, some mortgages, some investments, some securities
 
PDF - 21 KBEnglish
  Schlichtungsstelle nach dem Kapitalanlagegesetzbuch
Arbitration Board according to the Investment Code
Financial institutions covered: some investment providers
Financial products covered: some investments
 
PDF - 22 KBEnglish
  Verband der Privaten Bausparkassen e.V. – Kundenbeschwerdestelle
Association of Private Building Societies – Customer Complaints System
Financial institutions covered: Only disputes between private building societies which are members of the Association of Private Building Societies and their customers. Public building societies are not affiliated to the scheme.
Financial products covered: All products and services offered by the participating building societies.
 
PDF - 54 KBEnglish
  Versicherungsombudsmann e.V.
Insurance Ombudsman
Financial institutions covered: insurance companies, insurance intermediaries
Financial products covered: life/non-life insurance
 
PDF - 20 KBEnglish
EE
Estonia

Tarbijakaebuste Komisjon
Consumer Complaint Committee
Financial institutions covered:
banks, mortgage banks, mortgage intermediaries, credit unions, insurance companies, insurance intermediaries, pension providers, pension intermediaries
Financial products covered: payments, deposits, credit & loans, mortgages, life/non-life insurance, pensions
 
PDF - 20 KBEnglish
IE
Ireland
Financial Services Ombudsman’s Bureau / Biúró an Ombudsman um Sheirbhísí Airgeadais
Financial institutions covered: banks, mortgage banks, mortgage intermediaries, credit unions, insurance companies, insurance intermediaries, investment providers, investment intermediaries, securities intermediaries, some pension providers, some pension intermediaries
Financial products covered: payments, deposits, credit & loans, mortgages, life/non-life insurance, investments, securities, some pensions
 
PDF - 21 KBEnglish
EL
Greece
Υπουργείο Ανάπτυξης – Διεύθυνση Ασφαλιστικών Επιχειρήσεων και Αναλογιστικής
Directorate of Insurance Enterprises and Actuaries of the Ministry of Development
Financial institutions covered: insurance companies, insurance intermediaries
Financial products covered: life/non-life insurance
 
PDF - 61 KBEnglish
  Μεσολαβητής Τραπεζικών – Επενδυτικών Υπηρεσιών (Μ.Τ.Ε.Υ.)
Hellenic Ombudsman for Banking – Investment Services (H.O.B.I.S.)
Financial institutions covered: securities intermediaries, most banks, most investment providers, some investment intermediaries, some pension providers
Financial products covered: payments, deposits, credit & loans, securities, most investments, some pensions
 
PDF - 66 KBEnglish
ES
Spain
Oficina de Atención al Inversor - Dirección de Inversores de la CNMV
Investor Assistance Office – Investors Division of the CNMV
Financial institutions covered: banks, investment providers, investment intermediaries, securities intermediaries
Financial products covered: investments, securities
 
PDF - 24 KBEnglish
  Servicio de Reclamaciones de la Dirección General de Seguros y Fondos de Pensiones (DGSFP)
Complaints Service of the Directorate-General of Insurance and Pension Funds (DGSFP)
Financial institutions covered: insurance companies, insurance intermediaries, pension providers, pension intermediaries
Financial products covered: life/non-life insurance, pensions
 
PDF - 22 KBEnglish
  Servicio de Reclamaciones del Banco de España
Complaints Service of the Bank of Spain
Financial institutions covered: banks, mortgage banks, credit unions
Financial products covered: payments, deposits, credit & loans, mortgages
 
PDF - 21 KBEnglish
FR
France
Médiateur de l’Autorité des Marchés Financiers (AMF)
AMF Ombudsman
Financial institutions covered: investment providers, most investment intermediaries, most securities intermediaries, some pension providers
Financial products covered: most investments, most securities, some pensions
 
PDF - 31 KBEnglish
Médiateur de l’Association française des Sociétés Financières (ASF)
Mediator of the French Association of Specialised Finance Companies
Financial institutions covered: most credit unions, some banks, some mortgage banks
Financial products covered: most credit & loans, most mortgages
 
PDF - 21 KBEnglish
Médiateur de la Fédération Française des Sociétés d’Assurances (FFSA)
Insurance Mediator
Financial institutions covered: insurance companies, some credit unions, some insurance intermediaries, some pension providers
Financial products covered: life/non-life insurance, most payments, most deposits, most investments, some pensions
 
PDF - 21 KBEnglish
HR
Croatia
Centar za mirenje pri Hrvatskom uredu za osiguranje
Mediation Centre of the Croatian Insurance Bureau
Financial institutions covered: insurance companies, insurance intermediaries
Financial products covered: life/non-life insurance
 
PDFEnglish
  Centar za mirenje pri Hrvatskoj Gospodarskoj Komori
Mediation Centre at the Croatian Chamber of Economy
Financial institutions covered: all
Financial products covered: all
 
PDFEnglish
IT
Italy
Arbitro Bancario Finanziario (ABF)
Financial institutions covered: banks, mortgage banks, mortgage intermediaries, credit unions, payment institutions, electronic money institutions, Poste Italiane S.p.A.
Financial products covered: payments, deposits, credit & loans, mortgages
 
PDF - 21 KBEnglish
  Istituto per la Vigilanza sulle Assicurazioni Private e di Interesse Collettivo (ISVAP)
ISVAP – Supervisory body for private insurance
Financial institutions covered: insurance companies, insurance intermediaries
Financial products covered: life/non-life insurance
 
PDF - 20 KBEnglish
  Ombudsman Bancario – Giurì bancario
Banking Ombudsman
Financial institutions covered: banks, investment providers, investment intermediaries
Financial products covered: life/non-life insurance, investments, some deposits
 
PDF - 21 KBEnglish
LT
Lithuania
Valstybinė vartotojų teisių apsaugos tarnyba
State Consumer Rights Protection Authority
Financial institutions covered: banks, mortgage banks, mortgage intermediaries, credit unions, some insurance companies, some insurance intermediaries, some investment providers, some investment intermediaries, some pension providers, some pension intermediaries, some securities intermediaries
Financial products covered: payments, deposits, credit & loans, most mortgages, some non-life insurance, some investments, some pensions, some securities
 
PDF - 58 KBEnglish
LU
Luxembourg
Commission de Surveillance du Secteur Financier (CSSF)
Financial institutions covered: banks, mortgage banks, investment providers, investment intermediaries
Financial products covered: payments, deposits, credit & loans, mortgages, investments, securities
 
PDF - 21 KBEnglish
  Médiateur en Assurances
Insurance Mediator
Financial institutions covered: most insurance companies, most insurance intermediaries
Financial products covered: non-life insurance, most life insurance
 
PDF - 20 KBEnglish
HU
Hungary
Budapesti Békéltető Testület
Arbitration Board of Budapest
Financial institutions covered: some investment intermediaries
Financial products covered: some payments
 
PDF - xx KBEnglish
  Pénzügyi Békéltető Testület (PBT)
Financial Arbitration Board (FAB)
Financial institutions covered: banks, mortgage banks, mortgage intermediaries, credit unions, insurance companies, insurance intermediaries, investment providers, investment intermediaries, pension intermediaries, securities intermediaries, most pension providers
Financial products covered: payments, deposits, credit & loans, mortgages, life/non-life insurance, investments, securities, most pensions
 
PDF - 58 KBEnglish
MT
Malta

'Manager' Għall-Ilmenti tal-Konsumatur, Awtorità għas-Servizzi Finanzjarji ta’ Malta
Consumer Complaints Manager, Malta Financial Services Authority (MFSA)
Financial institutions covered: banks, insurance companies, insurance intermediaries, investment providers, investment intermediaries, securities intermediaries
Financial products covered: payments, deposits, credit & loans, mortgages, life/non-life insurance, investments, securities
 
PDF - 57 KBEnglish
NL
Netherlands

Klachteninstituut Financiële Dienstverlening (Kifid)
Financial institutions covered: banks, insurance companies, insurance intermediaries, most mortgage banks, most mortgage intermediaries, most credit unions, some investment providers, some investment intermediaries, some pension intermediaries, some securities intermediaries
Financial products covered: payments, deposits, credit & loans, mortgages, life/non-life insurance, investments, pensions, securities
 
PDF - 22 KBEnglish
AT
Austria
Gemeinsame Schlichtungsstelle der österreichischen Kreditwirtschaft
Joint Conciliation Board of the Austrian Banking Industry
Financial institutions covered: mortgage banks, payment institutions, investment providers, most banks, most credit unions
Financial products covered: payments, most deposits, most credit & loans, most mortgages, most investments

PDF - 20 KBEnglish
PL
Poland
Bankowy Arbitraz Konsumencki
Banking Ombudsman
Financial institutions covered: most banks, most mortgage banks
Financial products covered: payments, deposits, credit & loans, mortgages, investments, securities
 
PDF - 26 KBEnglish
  Rzecznik Ubezpieczonych
Insurance Ombudsman
Financial institutions covered: insurance companies, insurance intermediaries, pension intermediaries, most pension providers
Financial products covered: life/non-life insurance, most pensions
 
PDF - 23 KBEnglish
  Sąd Polubowny przy Komisji Nadzoru Finansowego
Arbitration Court at the Polish Financial Supervision Authority
Financial institutions covered: banks, mortgage banks, mortgage intermediaries, credit unions, insurance companies, insurance intermediaries, investment providers, investment intermediaries, pension providers, pension intermediaries, securities intermediaries
Financial products covered: payments, deposits, credit & loans, mortgages, life/non-life insurance, investments, pensions, securities
 
PDF - 56 KBEnglish
PT
Portugal
CMVM – Comissão do Mercado dos Valores Mobiliários
CMVM – Portuguese Securities Market Commission
Financial institutions covered: banks, credit unions, investment providers, investment intermediaries, securities intermediaries, most insurance companies
Financial products covered: investments, securities, some life/non-life insurance
 
PDF - 21 KBEnglish
  Centro de Arbitragem de Conflitos de Consumo de Lisboa
Lisbon Arbitration Centre for Consumer Conflicts
Financial institutions covered: banks, mortgage banks, mortgage intermediaries, credit unions, insurance companies, insurance intermediaries, some investment providers, some investment intermediaries
Financial products covered: payments, deposits, credit & loans, mortgages, life/non-life insurance, some investments
 
PDF - 21 KBEnglish
FI
Finland
Arvopaperilautakunta
Finnish Securities Complaint Board
Financial institutions covered: banks, mortgage banks, mortgage intermediaries, securities intermediaries, most investment providers, most investment intermediaries
Financial products covered: mortgages, most investments, most securities
 
PDF - 21 KBEnglish
  Kuluttajariitalautakunta
Consumer Disputes Board
Financial institutions covered: banks, mortgage banks, mortgage intermediaries, credit unions, insurance companies, insurance intermediaries, some investment providers, some investment intermediaries, some pension providers, some pension intermediaries
Financial products covered: payments, deposits, credit & loans, mortgages, life/non-life insurance, some investments, some pensions
 
PDF - 21 KBEnglish
  Pankkilautakunta
Finnish Banking Complaints Board
Financial institutions covered: banks, mortgage banks, mortgage intermediaries, credit unions
Financial products covered: payments, deposits, credit & loans, mortgages
 
PDF - 21 KBEnglish
  Vakuutuslautakunta
Finnish Insurance Complaints Board
Financial institutions covered: insurance companies, most insurance intermediaries, most pension providers, most pension intermediaries
Financial products covered: life/non-life insurance, most (private) pensions
 
PDF - 20 KBEnglish
SE
Sweden
Allmänna reklamationsnämnden (ARN)
National Board for Consumer Complaints
Financial institutions covered: banks, mortgage banks, mortgage intermediaries, credit unions, insurance companies, insurance intermediaries, investment providers, investment intermediaries, pension providers, pension intermediaries, securities intermediaries
Financial products covered: payments, deposits, credit & loans, mortgages, life/non-life insurance, investments, pensions, securities
 
PDF - 23 KBEnglish
UK
United Kingdom
Financial Ombudsman Service
Financial institutions covered: banks, mortgage banks, mortgage intermediaries, credit unions, insurance companies, insurance intermediaries, investment providers, investment intermediaries, pension providers, pension intermediaries, securities intermediaries
Financial products covered: payments, deposits, credit & loans, mortgages, life/non-life insurance, investments, pensions, securities
 
PDF - 21 KBEnglish

EEA countries

Country
 
Alternative Dispute Resolution (ADR) scheme
 
Info sheet
IS
Iceland

 
Úrskurðarnefnd um viðskipti við fjármálafyrirtæki / The Complaints Committee on Transactions with Financial Firms
Financial institutions covered: Banks, Investment providers, Investment intermediaries, Securities intermediaries, Payment services providers
Financial products covered: Payments, Deposits, Credit and loans, Mortgages, Securities
PDF - 22 KBEnglish
Úrskurðarnefnd í vátryggingamálum / Insurance Complaints Committee
Financial institutions covered: Insurance companies
Financial products covered: Life insurance, Non-life insurance

PDF - 22 KBEnglish
LI
Liechtenstein

 
Liechtensteinischer Bankenombudsmann
Bank Ombudsman
Financial institutions covered: banks, mortgage banks, mortgage intermediaries, credit unions
Financial products covered: payments, deposits, credit & loans, mortgages, investments, securities
 
PDF - 22 KBEnglish
  Schlichtungsstelle zur Beilegung von Streitigkeiten bei der Ausführung von Überweisungen
Arbitration Board for the Settlement of Disputes Concerning Cross-border Credit Transfers
Financial institutions covered: banks, mortgage banks, mortgage intermediaries, credit unions
Financial products covered: some payments, some deposits
 
PDF - 24 KBEnglish
NO
Norway
Finansklagenemnda (FinKN)
Norwegian Financial Services Complaints Board
Financial institutions covered: banks, mortgage banks, insurance companies, most pension providers, some investment providers
Financial products covered: payments, deposits, credit & loans, mortgages, life/non-life insurance, investments, pensions, securities
 
PDF - 20 KBEnglish