Checklist of complaints

The questions below may help you find out whether or not the Financial System Mediator is authorized to examine your claim.

1. You are

Natural person
Legal person


Mediator is not authorized to examine your claim.

The Mediator is only authorized to examine the claims submitted by natural persons, according to the Republic of Armenia Law on Financial System Mediator.


2. Are you a customer of the financial institution (or a person authorized by the consumer)?

Yes
No


Mediator is not authorized to examine your claim.

The Mediator is only authorized to examine the claims submitted by customers of financial institutions.
The customer of financial institution is a natural person who uses the services of Financial Institution or applies to use them.

REMINDER: In the context of the Republic of Armenia Law on Financial System Mediator

The client also involves a person who has been recognized as a suffered party under mandatory third party liability insurance contract;
Non-clients involve, for example, a guarantor who neither uses the services of Financial Institution nor apples to use them but instead acts as a party who warrants the fulfillment of obligations by the debtor. 

3. Is your problem connected with Financial Institutions which are granted an activity license from the Central Bank of Armenia for carrying out their operations?

Yes
No


Mediator is not authorized to examine your claim.

The Mediator is only authorized to examine the claims lodged against financial institutions which have been licensed by the Central Bank of Armenia to operate in the territory of the Republic of Armenia, except for persons licensed for foreign exchange trade auction operations and carrying out processing and clearing of payment instruments and payment and settlement documents.


4. Your problem has arisen

after 02.08.2008
before 02.08.2008


Mediator is not authorized to examine your claim.

The Mediator is authorized to examine those claims the action or inaction for which has occurred after August 2, 2008, i.e. the date on which the Republic of Armenia Law on Financial System Mediator came into effect.


5. Does your complaint involve a property claim?

Yes
No

REMINDER: The Mediator may examine your case if it involves a property claim not exceeding AMD 10 (ten) million or an equivalent foreign currency.

The Office of Financial System Mediator will assist the customer in determining the amount of property claim.
 


Mediator is not authorized to examine your claim.


The Mediator may examine your complaint if you have incurred or incur property or monetary loss as a consequence of action or inaction by the financial institution in question.

The Office of Financial System Mediator is not authorized to examine your claim if it is related to the quality of customer service by the financial institution or any other dissatisfaction, which does not involve a property or monetary claim.

 


6. Is there a court or arbitration tribunal ruling on the subject of the same claim between you and the financial institution?

Yes
No

Mediator is not authorized to examine your claim.

The Financial System Mediator will decline examining the case if there is a court or arbitration tribunal ruling on the subject of the same claim between you and the financial institution, according to the Republic of Armenia Law on Financial System Mediator.



7. Is the case in question under a court or arbitration tribunal proceedings?

Yes
No

Mediator is not authorized to examine your claim.

The Financial System Mediator will decline examining the case if there is a court or arbitration tribunal ruling on the subject of the same claim between you and the financial institution, according to the Republic of Armenia Law on Financial System Mediator.



8. Have you submitted your complaint to the financial institution?

Yes
No

Mediator is not authorized to examine your claim unless you have submitted your claim to the financial institution.

  • Before you appeal to the Mediator with your case, you need to submit your complaint/claim to the financial institution in writing or any other way, acceptable to the institution, within one year after your right has been violated.
  • The financial institution shall respond to your complaint/claim within 10 working days.
  • You’ll get the right to appeal to the Financial System Mediator within a period of 6 months upon receipt of final response from the financial institution or if you do not receive the financial institution’s response within 10 working days.
  • A detailed procedure on how to submit your complaint/claim to Mediator is available here:


REMINDER:

  • The Mediator may examine your case if it involves a property claim not exceeding AMD 10 (ten) million or an equivalent foreign currency.
  • The Mediator is authorized to examine your case if it is submitted within a period of 6 months upon receipt of response to your claim from the financial institution or non-receipt of response within an established timeframe.
9. Has your case been examined by the Mediator and is there a relevant decision made thereon?

Yes
No

Mediator is not authorized to examine your claim.

The Financial System Mediator shall reject examination of the claim if it has already been examined by the Mediator and the Mediator decision to satisfy, partially satisfy or reject the claim is in place, according to the Republic of Armenia Law on Financial System Mediator.