INFO Network

our members specialise in external dispute resolution

banking  investments  insurance  credit  financial advice  pensions

For specific advice or dispute resolution, please contact a dispute resolution scheme or office in your country.


INFO Network's
Secretariat does not
offer a dispute resolution service, and it cannot give consumer or legal advice.


Check here for a dispute resolution scheme in your country



aims   |

governance |

events |

contact |



About INFO Network


The International Network of Financial Services Ombudsman Schemes (INFO Network) is the worldwide association for financial services ombudsmen — independent and impartial out-of-court schemes and offices that resolve complaints brought by consumers (and, in some cases, small businesses) against banks, insurers and/or other financial services providers.


Formalised in 2007, INFO Network facilitates co-operation among its members to build expertise in external dispute resolution, by exchanging experiences and information in areas including:


• scheme/office structures, functions and governance models


• scheme/office codes of conduct


• use of information technology


• handling of systemic issues


• cross border referral of complaints


• staff training and continuing education


While many of our member schemes/offices are actually called Ombudsman, others are not. Other common terms are Mediator and Adjudicator, and the short form Ombud.


INFO Network Constitution


Fundamental principles


The financial services ombudsman schemes and offices that are INFO Network members are (so far as it is within their control) expected to adopt six fundamental principles, together with the effective approaches to those principles, agreed by the membership:


independence, to secure impartiality


clarity of scope and powers








transparency and accountability.


Read more about these fundamental principles


Network policies


INFO Network members are required to adhere to a number of policies that have been adopted by members in general meetings. These include policies relating to use of information shared among members and anti-harassment.


Further information can be obtained from the Secretariat






The control and management of INFO Network sits with a Committee, supported by a Secretariat.


Committee members are elected annually by the Network's members, with the aim of ensuring representation from around the world.


The 2021 INFO Network Committee, elected by members at our Annual General Meeting
in September 2020, is:


Ger Deering, Financial Services and Pensions Ombudsman, Ireland (Chair)

Marina Baharuddin, Ombudsman for Financial Services, Malaysia

Sarah Bradley, Ombudsman for Banking Services and Investments, Canada

Larry Hattix, Office of the Ombudsman, Comptroller of the Currency, USA

Reana Steyn, Ombudsman for Banking Services, South Africa

Susan Taylor, Financial Services Complaints Ltd, New Zealand

Sharmila Sharma, Securities Industry Dispute Resolution Center, Malaysia


Marco Franchetti, Swiss Banking Ombudsman (from July 2021)



Annual INFO Network Conference


INFO Network's annual conference delivers targeted professional development for Ombudsmen.


Our September 2020 (postponed to 2021) conference was to be hosted by our two Malaysian members (Ombudsman for Financial Services and Securities Industry Dispute Resolution Center) in Kuala Lumpur.


Given the ongoing situation worldwide, we have postponed again to September 2022, with arrangements still to be decided.


Previous INFO Network conferences have been hosted in:


2020 - Postponed due to COVID-19

2019 - Pilanesburg, South Africa, September 2019

2018 - Dublin, Ireland, September 2018

2017 - Melbourne, Australia, September 2017

2016 - Yerevan, Armenia, September 2016

2015 - Helsinki, Finland, September 2015

2014 - Port of Spain, Republic of  Trinidad and Tobago, September 2014
2013 - Taipei, Taiwan ROC, September 2013

2012 - Copenhagen, Denmark, September 2012

2011 - Vancouver, Canada, September 2011

2010 - Cape Town, South Africa, September 2010

2009 - Dublin, Ireland, June 2009

2008 - New York City, USA, September/October 2008


and before INFO Network was formalised, earlier conferences of financial services ombudsmen were convened in London, Australia, New Zealand, Canada, South Africa.


INFO Network Secretariat







Who are INFO Network's members?


The members of INFO Network are ombudsman schemes and offices operating as independent, out-of-court dispute resolution mechanisms in the financial sector. In this context, the term 'financial services ombudsman scheme' includes any body that is assessed as fulfilling the same independent role.


Depending on their jurisdiction, these schemes and offices provide dispute resolution services for consumers who have not been able to resolve the matter directly with their financial services provider in the areas of:

• banking

• investments

• insurance

• credit

• financial advice

• pensions/superannuation


Lists of INFO Network members

Learn more about ombudsmen

Ask about becoming a member




Contact | News archives | Disclaimer COPYRIGHT INFO NETWORK 2007-21