Brussels,

Financial dispute resolution network: FIN-NET

What about FIN-NET

FIN-NET is a network of national organizations dedicated to settling consumer complaints related to financial services out of court. It was established by the European Commission in 2001 and encompasses countries within the European Economic Area (EEA), including the European Union, Iceland, Liechtenstein, and Norway​ (Finance).

FIN-NET goals

• Promote Cooperation: Enhance collaboration among national ombudsmen and similar bodies in the financial services sector.
• Provide Easy Access to ADR: Ensure consumers have straightforward access to alternative dispute resolution (ADR) procedures for cross-border disputes involving financial services​ (Finance).
  

Membership

Currently, FIN-NET comprises 62 members across 30 countries. You can find the members grouped by country later on this page.
Membership is open to any authority within the EEA that:
​

• Handles Out-of-Court Settlements: Is responsible for resolving financial disputes outside of court.
• Complies with ADR Principles: Adheres to the principles outlined in  Directive 2013/11/EU on alternative dispute resolution (ADR)

Cooperation Framework

Members of FIN-NET cooperate based on a  memorandum of understanding, which defines the processes for resolving cross-border financial disputes out of court​.

Making a Complaint About a Financial Service Provider in Another EEA Country

​What to Do If You Have a Complaint

If you are a resident of the European Union, Iceland, Liechtenstein, or Norway, and you have a complaint against a financial services provider in another of these countries, you can seek assistance from FIN-NET to resolve your issue out of court.
​
Steps to Resolve Your Complaint
​

1. Write to Your Provider
   • Start by addressing the issue directly with your financial services provider. Clearly explain your dissatisfaction and state your desired resolution.
2. Fill in the FIN-NET Form
   • If the provider's response is unsatisfactory or if you do not receive a response, download and complete the FIN-NET form for cross-border complaints.
   • You can also contact any FIN-NET member for guidance. The contact information for all members in each country is available here.
3. Send the Form to a FIN-NET Member
   • Email or post the completed form to a FIN-NET member in your country or the country of your provider. Find the contact details for all FIN-NET members in each country (see previous chapter).

What Next?
​

• The FIN-NET member will assess whether they can resolve your issue or may refer you to another organization that can assist.
• You may be asked for additional information to evaluate your case properly.
• Most FIN-NET members offer their services free of charge or at a low cost, typically resolving cases within 90 days.
• Financial services providers are usually not obligated to comply with FIN-NET decisions, but many do so voluntarily. If the provider does not comply, or if you are dissatisfied with the handling of your complaint, you may need to consider legal action.
  

Members and Affiliates to FIN-NET by country

FIN-NET membersFIN-NET has members in most countries of the European Economic Area (EEA), which means the EU, Iceland, Liechtenstein and Norway.

Click the country names below to see a list of all members in that country, including information on the financial services they cover, the languages they work in and their contact details.

Member Countries
​

• Austria
• Belgium
• Bulgaria
• Croatia
• Cyprus
• Czech Republic
• Denmark
• Estonia
• Finland
• France
• Germany
• Greece
• Hungary
• Iceland
• Ireland
• Italy
• Latvia
• Liechtenstein
• Lithuania
• Luxembourg
• Malta
• Netherlands
• Norway
• Poland
• Portugal
• Romania
• Slovakia
• Slovenia
• Spain
• Sweden

FIN-NET affiliates

FIN-NET affiliates are dispute resolution bodies from European countries or territories which are not part of the EEA and where the alternative dispute resolution directive is not applicable. Nonetheless, these authorities have chosen to contribute to FIN-NET and respect the main principles of EU rules on alternative dispute resolution.

Switzerland

• Swiss Banking Ombudsman
• Ombudsman of Private Insurance and of Suva
• Financial Services Ombudsman (FINSOM)
• Terraxis

United Kingdom

• Financial Ombudsman Service

Channel Islands

• Channel Islands Financial Ombudsman

Disclaimer

• FIN‑NET is NOT an EU agency or authority. FIN‑NET is a network of national organisations responsible for settling consumers' complaints in the area of financial services out of court
  
  
• FIN‑NET does NOT contact or request citizens to engage or cooperate with on any investigation, project or process
  
  
• FIN‑NET NEVER asks for information related to or intervenes in the processing of consumer complaints. That is for the national authorities
  
  
• FIN‑NET will NEVER issue fines, fees or sanctions against individual citizens
  
  
• If someone has contacted you pretending to be a member of FIN‑NET - or operating on behalf of - and is offering you a refund, or help to recover money, this is an attempted scam. We strenuously recommend that you do not comply with the request and file a complaint with your national authorities
  
  
• FIN‑NET does not have an e‑mail domain name, because it is the national authorities that are using FIN‑‑NET to cooperate amongst one another
  
  
• All email addresses belonging to the European Commission end with “@ec.europa.eu”. Any other email address domains are not related to the European Commission