International Network of Financial Services Ombudsman Schemes

Our members specialise in dispute resolution

banking | credit | investments
insurance | financial advice | pensions

Who we are and what we do

INFO Network is the short-form name for the International Network of Financial Services Ombudsman Schemes. 

INFO Network is the worldwide association for financial services ombudsmen, and other external, independent, out-of-court schemes and offices, which resolve complaints brought by consumers (and, in some cases, small businesses) against banks, insurers and/or other financial services providers. 

INFO Network was formalised in 2007. Its overall objective is to develop the expertise in dispute resolution of member schemes and offices, through exchange of experience, knowledge and ideas. 

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.

Governance

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

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

The 2022 Committee, elected by members at our 2021 Annual General Meeting, is:

  • Reana Steyn, Ombudsman for Banking Services, South Africa (Chair)
  • Sarah Bradley, Ombudsman for Banking Services and Investments, Canada
  • Marina Baharuddin, CEO, Ombudsman for Financial Services, Malaysia
  • Marco Franchetti, Swiss Banking Ombudsman, Switzerland
  • MaryRose McGovern, Acting Financial Services and Pensions Ombudsman, Ireland 

Further information on INFO Network can be obtained from its Secretariat.

Fundamental principles 

INFO Network members are expected to meet six 'fundamental principles:

  • independence, to secure impartiality
  • clarity of scope and powers
  • accessibility
  • effectiveness
  • fairness
  • transparency and accountability

and observe the approaches to these principles as set out in in INFO Network's 'Effective approaches to Fundamental Principles' guide, so far as it is within their control.

INFO Network doesn't deal in complaints, but our members do.

The independent schemes and offices around the world which make up INFO Network have specialist complaint handling and dispute resolution roles. 

This website provides an information service only.

The information is provided on the basis that all persons accessing the site take sole responsibility for using it. As a service, this site is linked to servers or websites maintained by other organisations. INFO Network cannot provide any warranty about the accuracy or source of any data set out on any of those servers or websites, or the content of any file that the user downloads from such a third party site. INFO Network does not represent or warranty that any files obtained from or through this site are free from computer viruses or other defects. Users must assume all responsibility for any loss, damage or consequence resulting directly or indirectly from the use of those files. We recommend that, prior to using any downloaded files, you carry out the appropriate virus check. Every effort is made to keep this website up and running smoothly. However, INFO Network takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control. In no event, will INFO Network be liable for any loss or damage including, without limitation, indirect or consequential loss or damage arising out of, or in connection with, the use of this website.

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