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 24 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
	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
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
DK Denmark	Ankenævnet for Fondsmæglerselskaber Complaint Board of Danish Securities and Brokering Companies Financial institutions covered: most investment intermediaries Financial products covered: most investments
	Ankenævnet for Forsikring Insurance Complaints Board Financial institutions covered: insurance companies, most pension providers Financial products covered: life/non-life insurance, most pensions
	Ankenævnet for Investeringsforeninger Danish Complaint Board of Investment Funds Financial institutions covered: most investment providers Financial products covered: some investments
	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
	Realkreditankenævnet Danish Mortgage Credit Complaint Board Financial institutions covered: mortgage banks Financial products covered: mortgages
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
	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
	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
	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
	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
	Ombudsstelle für Investmentfonds Ombudsman Scheme for Investment Funds Financial institutions covered: some investment providers Financial products covered: some investments
	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
	Schlichtungsstelle der Landesbausparkassen (LBS) Arbitration Board of the Landesbausparkassen (LBS) Financial institutions covered: only German Landesbausparkassen Financial products covered:
	Schlichtungsstelle nach dem Investmentgesetz Arbitration Board according to the Investment Act Financial institutions covered: some investment providers Financial products covered: some investments
	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.
	Versicherungsombudsmann e.V. Insurance Ombudsman Financial institutions covered: insurance companies, insurance intermediaries Financial products covered: life/non-life insurance
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
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
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
	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
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
	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
	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
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
	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
	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
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
	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
	Ombudsman Bancario – Giurì bancario Banking Ombudsman Financial institutions covered: banks, investment providers, investment intermediaries Financial products covered: life/non-life insurance, investments, some deposits
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
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
	Médiateur en Assurances Insurance Mediator Financial institutions covered: most insurance companies, most insurance intermediaries Financial products covered: non-life insurance, most life insurance
HU Hungary	Budapesti Békéltető Testület Arbitration Board of Budapest Financial institutions covered: some investment intermediaries Financial products covered: some payments
	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
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
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
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
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
	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
	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
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
	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
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
	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
	Pankkilautakunta Finnish Banking Complaints Board Financial institutions covered: banks, mortgage banks, mortgage intermediaries, credit unions Financial products covered: payments, deposits, credit & loans, mortgages
	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
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
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

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
	Úrskurðarnefnd í vátryggingamálum / Insurance Complaints Committee Financial institutions covered: Insurance companies Financial products covered: Life insurance, Non-life insurance
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
	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
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