International Network of Financial Services Ombudsman Schemes
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.
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 2024 Committee, elected by Members at our 2023 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
- MaryRose McGovern, Deputy Financial Services and Pensions Ombudsman, Ireland (Treasurer)
- Eunice Chua, CEO, Financial Industry Disputes Resolution Centre, Singapore
- Lukáš Vacek, Deputy Financial Arbitrator, Office of the Financial Arbitrator, the Czech Republic
Further information on INFO Network can be obtained from its Secretariat.
INFO Network Members are expected to meet six 'fundamental principles:
- independence, to secure impartiality
- clarity of scope and powers
- 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.
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