Cross-border disputes (EU)

ADR / ODR

The Financial Arbitrator has been notified by the Ministry of Industry and Trade to the European Commission as an ADR entity under the ADR Directive in January 2016 and since February 2016 has been connected to the European online consumer dispute resolution platform operated by the European Commission under ODR regulation.

FIN-NET

The Financial Arbitrator is a member of FIN-NET, the European network of dispute resolution bodies dealing with an out-of-court resolution of disputes related to financial market. The network has been created on initiative of the European Commission in 2001. Its mission is to share experience originating from the dispute resolution practice of its members and to assist in resolution of the cross-border disputes.

A consumer who wishes to file a complaint against a financial service provider from a different Member State may use the services of FIN-NET to:

• find a dispute resolution body competent to decide his / her dispute using the list of FIN-NET members on its website and file a complaint with it;
• contact a local dispute resolution body to help him/her to find the dispute resolution body competent to decide his/her dispute;
• file a complaint with the local dispute resolution body who shall pass it to the competent foreign dispute resolution body.

Please find more information about FIN-NET here.

Financial ombudsmen in EU / EEA countries

Please find below the list of ombudsmen and dispute resolution bodies dealing with an out-of-court resolution of consumer disputes related to financial market in the member states of the European Union and the European Economic Area.

Austria:
Gemeinsame Schlichtungsstelle der sterreichischen Kreditwirtschaft http://www.bankenschlichtung.at/
Schlichtung für Verbrauchergeschäfte http://www.verbraucherschlichtung.at/

Belgium:
Ombudsman des Assurances/Ombudsman van de Verzekeringen http://www.ombudsman-insurance.be/fr 
Ombudsfin https://www.ombudsfin.be 

Bulgaria:
Център за алтернативно решаване на спорове „Консенсус“ https://mediationcenter.bg/cacr/ 
Национална асоциация за извънсъдебни спогодби-НАИС https://nais.bg/

Croatia:
Centar za mirenje pri Hrvatskom uredu za osiguranje http://www.huo.hr
Centar za mirenje pri Hrvatskoj Gospodarskoj Komori http://www.hgk.hr

Cyprus:
The Financial Ombudsman of the Republic of Cyprus http://www.financialombudsman.gov.cy/forc/forc.nsf/index_en/index_en?OpenDocument

Cyprus Center for Alternative Dispute Resolution https://adrcyprus.com/en/

Denmark:
Ankenævnet for Fondsmæglerselskaber https://fanke.dk/ankenaevnet-for-fondsmaeglerselskaber/
Det finansielle ankenævn http://www.fanke.dk
Ankenævnet for Forsikring http://www.ankeforsikring.dk/

Estonia:
Tarbijavaidluste Komisjon http://ttja.ee/tarbijavaidluste-komisjon 

Finland:
Sijoituslautakunta http://www.fine.fi
Kuluttajariitalautakunta https://www.kuluttajariita.fi/ 
Pankkilautakunta http://www.fine.fi
Vakuutuslautakunta http://www.fine.fi

France:
Médiateur de l´Autorité des Marches Financiers http://www.amf-france.org/
Médiateur de l´Association française des Sociétés Financières https://www.asf-france.com/mediation 
Médiateur de l'Assurance http://www.mediation-assurance.org

Germany:
Deutscher Sparkassen- und Giroverband http://www.dsgv.de/de/
Ombudsmann der deutschen genossenschaftlichen Bankengruppe http://www.bvr.de/
Ombudsmann der öffentlichen Banken Deutschlands http://www.voeb.de/de/ueber_uns/ombudsmann
Ombudsmann der privaten Banken http://www.bankenombudsmann.de
Ombudsmann Private Kranken- und Pflegeversicherung http://www.pkv-ombudsmann.de/
Ombudsstelle für Investmentfonds http://www.ombudsstelle-investmentfonds.de
Ombudsstelle für Sachwerte und Investmentvermögen e.V. http://www.ombudsstelle.com/
Schlichtungsstelle bei der Deutschen Bundesbank https://www.bundesbank.de/de/service/schlichtungsstelle
Schlichtungsstelle bei der Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin) https://www.bafin.de/DE/Verbraucher/BeschwerdenStreitschlichtung/StreitschlichtungBaFin/StreitschlichtungBaFin_node.html
Verband der Privaten Bausparkassen e.V. – Schlichtungsstelle Bausparen http://www.schlichtungsstelle-bausparen.de
Versicherungsombudsmann e.V. http://www.versicherungsombudsmann.de

Greece:
Hellenic financial ombudsman https://hobis.gr/en

Hungary:
Pénzügyi Békéltető Testület (PBT) https://www.mnb.hu/bekeltetes

Iceland:
The Complaints Committee on Transactions with Financial Firms https://en.fme.is/supervision/consumer-affairs/the-complaints-committee-on-transactions-with-financial-firms
The Insurance Complaints Committee https://en.fme.is/supervision/consumer-affairs/the-insurance-complaints-committee

Ireland:
Financial Services Ombudsman´s Bureau http://www.fspo.ie

Italy:
Arbitro Bancario Finanziario (ABF) http://www.arbitrobancariofinanziario.it
Istituto per la Vigilanza sulle Assicurazioni (IVASS) https://www.ivass.it
Conciliatore Bancario Finanziario https://www.conciliatorebancario.it
Arbitro per le Controversie Finanziarie (ACF) https://www.acf.consob.it

Latvia:

Patērētāju strīdu risināšanas komisija https://www.ptac.gov.lv/lv

Liechtenstein:
Schlichtungsstelle http://www.schlichtungsstelle.li/ 

Lithuania:
Valstybine vartotojų teisių apsaugos tarnyba http://www.vvtat.lt

Luxembourg:
Commission de Surveillance du Secteur Financier http://www.cssf.lu/
Médiateur en Assurances (not a FIN-NET member) http://www.aca.lu/

Malta:
The Office of the Arbiter for Financial Services https://financialarbiter.org.mt/en/Pages/Home.aspx

Netherlands:
Klachteninstituut Financiële Dienstverlening http://www.kifid.nl/

Norway:
Finansklagenemnda (FinKN) http://www.finkn.no/

Poland:
Rzecznik Finansowy https://rf.gov.pl/wzory-wnioskow/
Bankowy Arbitraz Konsumencki https://zbp.pl/?lang=pl-pl
Sąd Polubowny przy Komisji Nadzoru Finansowego https://www.knf.gov.pl/dla_konsumenta/sad_polubowny

Portugal:
CMVM – Comissão do Mercado dos Valores Mobiliários https://www.cmvm.pt/pt/AreadoInvestidor/Reclamacoes/Pages/Analise-de-Reclama%C3%A7%C3%B5es.aspx
Mediador do Credito https://www.mediadordocredito.pt 
Centro de Arbitragem de Conflitos de Consumo de Lisboa http://www.centroarbitragemlisboa.pt

Romania:
Entitatea de Solutionare Alternativă a Litigiilor în domeniul financiar nonbancar (SAL–FIN) https://www.salfin.ro/

Slovakia:
Slovenská banková asociácia (SBA) http://www.institutars.sk
Slovenská asociácia poisťovní (not a FIN-NET member)  https://www.slaspo.sk/poistovaci-ombudsman

Slovenia:
Mediacijski Center Slovenskega Zavarovalnega Združenja www.zav-zdruzenje.si/alternative-consumer-dispute-resolution 

Spain:
Oficina de Atención al Inversor - Dirección de Inversores de la CNMV http://www.cnmv.es/portal/Inversor/Indice.aspx
Departamento de Conducta de Mercado y Reclamaciones (Banco de España) http://www.bde.es/bde/es/secciones/servicios/Particulares_y_e/Servicio_de_Recl/
Servicio de Reclamaciones de la Dirección General de Seguros y Fondos de Pensiones (DGSFP) http://www.dgsfp.mineco.es/reclamaciones/index.asp

Sweden:
Allmänna reklamationsnämnden http://www.arn.se/other-languages/english-what-is-arn

FIN-NET affiliates

Channel Islands:
Channel Islands Financial Ombudsman https://www.ci-fo.org

Switzerland:
Schweizerischer Bankenombudsman http://www.bankingombudsman.ch
Ombudsman der Privatversicherung und der Suva http://versicherungsombudsman.ch
Terraxis SA www.terraxis.ch 

United Kingdom:
Financial Ombudsman Service http://www.financial-ombudsman.org.uk