Conferences

The 7th annual Conference on "Financial Ombudsman Institute: increasing public confidence and enhancing financial inclusion”




 On May 25-26 the Оffice of Financial System Mediator organized the  7th annual Conference on "Financial Ombudsman Institute: increasing public confidence and enhancing financial inclusion” in Hotel Marriott Armenia in Yerevan.


During the conference the following topics were addressed:  finding the best alternative method for dispute resolution; the psychology behind conflicts; mediation; international arbitration; resolution of conflicts in the workplace. During the conference we also have discussed fraudulent activities in money transfer transactions and explored important issues in the area of motor third party liability insurance.
Our speakers for the seventh annual conference were from the UK, Ireland, Cyprus, Italy and Russia. 

You can see the Conference programme
here.

Conference #6



19-20 May, 2015, Yerevan, Republic of Armenia


Financial Ombudsman Institute: Increasing public confidence and enhancing financial mediation - 6


Please click on the names of speakers to read the speeches. 


The conference booklet can be found here.

Agenda
Tuesday, May 19
 
09:30 - 09:45
Welcome by the chairman of the Board of Trustees Armenak Darbinyan

09:45 - 10:00
Presentation by the Financial System Mediator of Armenia (FSM)
Overview of the FSM activities, projects and statistics

Speaker: Piruz Sargsyan

10:00 - 10:45
Complaint handling process and procedures in Credit and Investments Ombudsman Limited, Australia
  • Scope of activities, types of complaints handled
  • Principles of financing and managing the scheme
  • Case handling and investigating processes and procedures, mediation process

Speaker: Raj Venga
Chief Executive Officer & Ombudsman, Credit and Investments Ombudsman Limited

11:15 - 12:15
International Investment Arbitration

  • BIT's (Bilateral Investment Treaties) as means of foreign investments' protection
  • International Investment Arbitration as a dispute resolution regime
  • Washington Convention (1965) and International Centre for Settlement of Investment Disputes (ICSID) as a permanent dispute resolution organisation;
  • Republic of Armenia and other CIS states as respondents in investment arbitrations: case studies

Speaker: Norair Babadjanian
Principal Redstone Chambers

12:15 - 13:00
Independent Mediation by Swiss Banking Ombudsman

  • Mediation vs. arbitration 
  • Dispute resolution processes and procedures
  • Case studies

Speaker: Marco Franchetti
Swiss Banking Ombudsman
 
14:30 - 15:15
Ombudsman's communication strategy with main stakeholders

  • Interrelating with consumers, new approaches and techniques
  • Building trust with financial firms
  • Liaison arrangements with the regulator
  • Role of social media

Speaker: Caroline Mitchell 
Lead Ombudsman, Financial Ombudsman Service, UK
 
15:15 - 16:30
Panel discussions
Topic 1:  Should Ombudsman processes be formal or friendly? Should the case handlers assist the customer in putting together a complaint? In this case may the customer claim that he was misled, and how to prevent such behavior? How to inform the customers about the outcome of the case (formal letter, informal explanation)?

Topic 2: Image and reputation of the Ombudsman: does Ombudsman need to be a public person; how frequently should he/she appear in mass media? What to do if the reputation of the Ombudsman has been damaged? How to increase public confidence and rebuild trust?

Moderator: Raj Venga
Speakers: Caroline Mitchell, Marco Franchetti, Jacqueline McCrum, Piruz Sargsyan
 

Wednesday, May 20

09:30 - 10:15
Banking session
Topic 1: The limitation of liability of cardholders. Regulatory and payment industry perspectives

  • Legislative limitations of the liability of consumers in unauthorized transactions in US, EU and Russia
  • Review of Armenian perspective

Speaker: Kirill Smirnov
Program Leader at MasterCard

10:15 - 11:00
Topic 2: Preventing phishing and fraudulent activities

  • Preventing phishing and sharing responsibility
  • Case studies

Speaker: Caroline MitchellKirill Smirnov, Jacqueline McCrum

11:30 - 12:45
Fairness Exercise

  • Group discussion of cases: defining fairness
  • Is formal approach always fair?

Speaker: Jacqueline McCrum

14:00 - 14:45
Insurance session
Topic 1. Payment Protection Insurance: handling mass claims

  • What is PPI?
  • Why did it go wrong?
  • Managing mass claims

Speaker: Caroline Mitchell 
Lead Ombudsman, Financial Ombudsman Service, UK

14:45 - 15:45
Topic 2. Lloyd's of London: history, principles of activities and more

  • What Lloyd's in general is
  • How it was founded
  • Main principles of activities
  • Relevant legal issues

Speaker: Norair Babajanian
Principal, Redstone Chambers

15:45 - 16:20
"Making friends" with customers on social media

  • Social media in Armenia  
  • How financial sector uses social media 
  • Solving financial disputes through social media  

Speaker: Lusine Grigoryan
Media Literacy Project Manager, Media Initiatives Center

16:20 - 16:30
Certificates of participation awarded, Closing remarks

Conference #5



4-5 September, 2014, Tsaghkadzor, Republic of Armenia


Financial Ombudsman Institute: Increasing public confidence and enhancing financial mediation - 5


Please click on the names of speakers to read the speeches. 


The conference booklet can be found
 here.


Agenda
Thursday, September 4

 
10:00 - 10:15
Welcome by A. Javadyan - the chairman of the Central Bank of Armenia and P. Sargsyan, the Mediator
 
10:15 - 10:30
Presentation by the Financial System Mediator of Armenia (FSM)
Overview of the FSM activities, 5th year anniversary, projects and statistics

Speaker: Piruz Sargsyan

10:30 - 11:15
Savings banks in Europe and Germany: responsible finance and fair market conduct
  • The development history of savings banks in Europe and Germany
  • The behavior of savings banks during the financial crises, market gain or loss
  • Responsible finance, "know your customer" issues; fiduciary duties

Speaker: Dr. Ilonka Ruhle
Head of Division, Savings Banks Foundation for International Cooperation (SBFIC)

11:30 - 12:15
Consumer rights as the international basis of consumer protection

  • Consumers International - role and functions
  • Violation of consumer rights in financial sector; types of complaints received
  • Responsible lending
  • Informed consumer choice; consumer education by Consumers International

Speaker: Robin Simpson
Senior Policy Adviser, Consumers International

12:15 - 13:00
European Directive on ADR. Implementation by Germany. The complaint scheme of the Insurance Ombudsman.

  • EU Directive on ADR, implementation of the directive by Germany
  • Institutional framework in financial consumer protection area in Germany
  • Judicial system vs. ADR in financial system of Germany
  • The complaint scheme of the Insurance Ombudsman; types of complaints handled and the nature of decisions and recommendations

Speaker: Prof. Dr. Günter Hirsch
Insurance Ombudsman, Germany

14:30 - 15:15
Canadian model of financial regulatory framework and fair market conduct

  • Financial Supervisory framework in Canada; financial consumer protection issues and the role of the Ombudsman
  • Global financial crises and regulatory amendments
  • Anti competitive behavior in financial markets
  • Types of complaints handled and the nature of decisions and recommendations of the Ombudsman

Speaker: Douglas Melville
Ombudsman for Banking Services and Investments, Canada
 
15:15 - 16:00
The Dutch financial regulatory framework and the Office of Financial Ombudsman (The Kifid)

  • Financial Supervisory framework in the Netherlands;
  • The role of the Ombudsman; processes and procedures
  • Coordination of activities and cooperation between the Ombudsman and the Regulator
  • Types of complaints handled and the nature of decisions and recommendations of the Kifid

Speaker: Nol Monster
Financial Ombudsman, Kifid: The Financial Services Complaints Institute

16:00 - 16:45
Panel discussion
Topic 1:  How deep should Ombudsman go? Should Ombudsman be limited by the merits of the complaint or should Ombudsman go beyond it.

Topic 2:
What is fair compensation? Should Ombudsman advise the customer in the process of mediation? Should Ombudsman interfere when the customer is happy with compensation offered through mediation although the compensation is lower than it could have been if the case was resolved through a compulsory decision.
 
Moderator: Robin Simpson
Speakers: Prof. Dr. Günter Hirsch, Nol Monster, Douglas Melville

  

Friday, September 5

09:30 - 10:15
Panel discussion
Interest rate restrictions on consumer credit- pros and cons

  • Interest rate ceilings on consumer credit: country examples
  • Different forms of interest rate restrictions as a consumer protection tool
  • Effectiveness of interest rate restrictions

Moderator: Douglas Melville
Speakers: Hranush AghayanDr. Ilonka Ruhle,  Nol Monster

10:15 - 11:30
Introduction of new and innovative financial products to increase financial capability
Topic 1. Microinsurance as a financial inclusion tool

  • Role of microinsurance for sustainable development
  • Demand and potential for microinsurance among key stakeholders
  • Figures and case studies

Speaker: Véronique Faber
Executive Director, Microinsurance network


Topic 2. Mobile payments, financial inclusion and consumer protection

  • Types of mobile payments
  • Need for regulation
  • Consumer protection issues

Speaker: Robin Simpson
Senior Policy Adviser, Consumers International

11:45 - 12:30
Moral damage compensation: legal situation and practice

  • Concept of "moral damage"
  • Description and types of "moral damage"
  • Measuring material distress or material inconvenience to award compensation

Speaker: Grigor Bekmezyan
Chief Legal Counsel, NASDAQ OMX Armenia
 
14:00 - 15:45
Industry specific topics
Session 1: Banking casework

  • Mortgage payment default cases
  • Phishing; financial scams (different forms of pyramids)
  • Consumer credit cases, recent regulatory amendments

Moderator: Ilonka Ruhle

Speakers: Douglas Melville, Nol Monster

Session 2: Insurance casework

  • Insurance cases; need for external expertise 
  • Health and property insurance complaints
  • Dealing with cases containing fraudulent elements
  • Microinsurance Learning and Knowledge (MILK) Project

Moderator: Véronique Faber
Speakers: Felipe Botero, Nol Monster, Prof. Dr. Günter Hirsch

15:45 - 16:00
Certificates of participation awarded, closing remarks

Conference #4



2-3 October, 2014, Yerevan, Armenia


Financial Ombudsman Institute: increasing public confidence and enhancing financial mediation - 4


Please click on the names of speakers to read the speeches. 


The conference booklet can be found
 here.


Agenda
Wednesday, October 2

09:15 - 09:30
Welcome by A. Javadyan - the chairman of the Central Bank of Armenia and P. Sargsyan, Financial System Mediator

09:30 - 09:45
Presentation by the Financial System Mediator of Armenia (FSM)
Overview of the FSM activities, 2012-2013 projects, statistics

Speaker: Piruz Sargsyan

09:45 - 10:30
Judicial Review of Ombudsman Decisions -  the UK experience
  • Voluntary and compulsory jurisdiction of the FOS
  • Enforcement of Ombudsman's decision
  • Judicial review of Ombudsman decisions; processes and procedures, duration and example of cases

Speaker: Caroline Mitchell
Lead Ombudsman, Financial Ombudsman Service, UK

10:30 - 11:15
Ombudsman experience with the Judicial system  - the Irish experience

  • Complaints Procedure
  • Aspects of the Legal Jurisdiction
  • Presentation of cases disputed in the court
  • Recent Trends & Experiences

Speaker: William Prasifka
Financial Services Ombudsman, Financial Services Ombudsman's Bureau, Ireland

11:45 - 12:30
Ombudsman office vs. the court system in Switzerland

  • Scope of activities, types of complaints handled
  • Case handling and investigating processes and procedures
  • Comparison of Ombudsman office with the court system in Switzerland

Speaker: Martin Lorenzon
Ombudsman, The Swiss Ombudsman of Insurance, Switzerland

12:30 - 13:15
Ombudsmen schemes of financial services in the Republic of South Africa 

  • Financial ombudsmen schemes; scope of functions, coordination of activities
  • Ombudsman for Long-Term Insurance: processes and procedures
  • Disputes and claims arising out of private insurance contracts

Speaker: Jennifer Preiss
Deputy Ombudsman for Long-Term Insurance, The Republic of South Africa

14:30 - 15:15
ADR systems in Armenia: steps towards reducing the burden of courts

  • The national policy on developing ADRs to reduce the court burden
  • The vision of compulsory mediation and the arbitration institute

Speaker: Yeghisheh Kirakosyan, Deputy Minister of Justice of the RA

15:15 - 16:00
Appeal against the Financial System Mediator's decision; processes and procedures 

  • The nature of Mediator's decisions
  • Court procedures in case of an appeal against the Mediator's decision

Speaker: Ara ZohrabyanPresident of the Champer of Advocates


Thursday, October 3

09:15 - 10:30
Institutional framework in financial consumer protection in India

  • Institutional framework in financial consumer protection in India
  • Recent trends in financial consumer protection policy and regulation

Speaker: Gyan Bhushan
Chief General Manager, Securities and Exchange Board of India

10:30 - 11:30
Russian experience in financial consumer protection area

  • Current situation in Russian Federation with establishment of Financial Ombudsman Institute
  • New institutional framework of financial consumer protection in Russian Federation
  • Legislative amendments in financial consumer protection area

Speaker: Svetlana Mukhina
The deputy chief of department, Federal service on customers' rights protection and human well-being surveillance, Russian Federation

12:00 - 13:00
Resolving disputes in banking sector; type of complaints and issues with financial service providers

  • Specifics of Russian banking sector; main issues and challenges
  • ADR system in banking system, vision for development

Speaker: Garegin Tosunyan
President, Association of Russian banks

14:15 - 16:00
Industry specific topics

Session 1: Banking casework

Topic 1: Mortgage agreements and consumer credits

  • Mortgage payment default cases
  • Valuation and liquidness of mortgage collaterals
  • Consumer credit cases, recent regulatory amendments
  • The nature of decisions and recommendations

Moderator: Gyan Bhushan
Speakers: William PrasifkaCaroline Mitchell , Svetlana Mukhina, Garegin Tosunyan

Session 2: Insurance casework
Topic 2: Life and non-life insurance contracts

  • Life insurance cases
  • Claims arising from non-life insurance contracts
  • Specific types of insurance
  • Dealing with cases containing fraudulent elements

Moderator: Jennifer Preiss
Speakers: William PrasifkaHranush Aghayan

16:00 - 16:30
Certificates of participation awarded. Closing remarks

Conference #3



9-10 October, 2010, Yerevan, Republic of Armenia


Financial Ombudsman Institute: Increasing public confidence and enhancing financial mediation - 3


Please click on the names of speakers to read the speeches. 


The conference booklet can be found here.


Agenda
Tuesday, October 9


09:15 - 09:30

Welcome by A. Javadyan - the chairman of the Central Bank of Armenia and P. Sargsyan, the Mediator

09:30 - 09:40
Presentation by the Financial System Mediator of Armenia (FSM)
Overview of: the FSM activities, 2011-2012 projects, statistics

Speaker: Piruz Sargsyan

09:40 - 10:20

Canadian experience by Douglas Melville - Ombudsman for Banking Services and Investments (OBSI)

  • Main principles of activities, structure, history and procedures of the OBSI
  • Investigative methods, workload, dealing with mass cases
  • Case analysis, the nature of decisions and recommendations, statistics

Speaker: Douglas Melville

10:20 - 11:00
Experience of New Zealand by Karen Stevens - Insurance and Savings Ombudsman

  • Brief overview of financial mediation/ombudsman institute in New Zealand
  • Role, processes and procedures of Insurance and Savings Ombudsman
  • Types of complaints handled, the nature of decisions and recommendation, statistics

Speaker: Karen Stevens

11:15 - 12:00
Irish experience by William Prasifka - Financial Services Ombudsman

  • Scope of activities, types of complaints handled
  • Case handling and investigating processes and procedures
  • Financial Services Ombudsman's experience with the judicial system

Speaker: William Prasifka

12:00 - 13:30
Re The financial crises and its impact on Ombudsman's institute and financial regulation

  • The financial crises and the future of financial regulation
  • Regulatory amendments in consumer protection legislation
  • Management of a financial crises within the Ombudsman's institute

Moderator: David Thomas
Speakers: David Thomas, Francis Frizon, William Prasifka, Douglas Melville

14:30 - 15:30
Introducing the institute of financial ombudsman in the CIS countries

  • Analysis of financial system and dispute resolution mechanisms: existing policy and institutional framework
  • Main obstacles for introducing the institute of financial ombudsman

Moderator: Piruz Sargsyan
Speakers: Angela Prigozhina, Tomas Prouza

15:30 - 16:15
Breakout Session 1: Banking casework
Topic 1: Investment products and pension system

  • Case analysis, type of complaints handled
  • Investor responsibility and fiduciary duties

Moderator: David Thomas
Speakers: Douglas MelvilleKaren StevensAstghik Mirzakhanyan, Vigen Shahnazaryan


Breakout Session 1: Insurance casework
Topic 1: Motor Third Party Liability Insurance

  • Introduction of MTPLI, initial difficulties and obstacles
  • MTPLI, EU experience, The Green Card system
  • Insurance frauds in trans border claims handling

Moderator: Francis Frizon
Speakers: Mariusz WichtowskiAnna Vardikyan, Svetlana Nikitina, Piruz Sargsyan

16:30 - 17:30
Breakout Session 1: Banking casework
Topic 1: Investment products and pension system (continued)

  • Complicated investment and pension products and consumer education
  • Pension reform in Armenia, stages of implementation
  • Regulation and supervision

Moderator: David Thomas
Speakers: Douglas MelvilleKaren Stevens, William Prasifka, Astghik Mirzakhanyan, Vigen Shahnazaryan

Breakout Session 1: Insurance casework
Topic 1: Motor Third Party Liability Insurance (continued)

  • Loss estimation and indemnification tools in Russia, unified call center
  • Fraud detection and regulation
  • MTPLI cases handled by the FSM
  • Regulation and statistics

Moderator: Francis Frizon
Speakers: Mariusz Wichtowski, Svetlana Nikitina, Hranush Aghayan


Wednesday, October 10

09:15 - 10:30
Financial consumer protection and education: National Strategies on Financial Education; Armenian project

  • Financial consumer protection and education: growing sophistication of financial products and informed consumer choice
  • Benefits of financial education for financial institutions
  • International experience in developing and implementing national financial education strategies
  • Armenian national project on financial education
  • Financial consumer education program executed by the FSM

Moderator: Piruz Sargsyan
Speakers: Shaun MundyTomas ProuzaArmenuhi MkrtchyanPiruz Sargsyan

10:30 - 11:15
Diagnostic Review of Consumer Protection and Financial Literacy by The World Bank

  • Consumer Protection and Financial Literacy review by the World Bank: Key Findings and Recommendations
  • Armenian Comparison with Good Practices: Existing Policy and Institutional Framework
  • Office of Financial System Mediator: key findings and recommendations

Moderator: Piruz Sargsyan 
Speakers: 
Angela PrigozhinaTomas Prouza

11:30 - 13:00
Breakout Session 2: Banking casework
Topic 2: Credit card frauds and Internet scams

  • Case analysis, the nature of decisions and recommendations
  • Regulation and statistics
  • Fraud detection
  • Chargeback processes
  • Preventive measures

Moderator: Douglas Melville
Speakers: David ThomasDouglas MelvilleWilliam Prasifka, Lilit Gevorgyan

Breakout Session 2: Insurance casework
Topic 2: Insurance fraud

  • Insurance fraud cases
  • Regulation and statistics
  • Fraud detection
  • Preventive measures

Moderator: Francis Frizon
Speakers: Francis FrizonKaren Stevens, Stepan Minasyan, Gor Khachatryan, Varoujan Avedekian

14:15 - 16:00
Breakout Session 3: Banking casework
Topic 3: Mortgage agreements and consumer credits

  • Financial crises and borrowers' default
  • Valuation and liquidness of mortgage collaterals
  • Credit card fee charge complaints
  • Consumer credit cases, recent regulatory amendments
  • The nature of decisions and recommendations

Moderator: David Thomas
Speakers: 
David ThomasDouglas MelvilleWilliam Prasifka, Sona Baghdasaryan, Vahagn Mikayelyan, Varoujan Avedikian

Breakout Session 3: Insurance casework
Topic 3: Property and Health Insurance

  • Property insurance cases, handling mass claims during natural disasters
  • Health insurance cases
  • Introduction of compulsory health insurance system
  • The nature of decisions and recommendations

Moderator: Karen Stevens
Speakers: Francis FrizonKaren Stevens, Armine Badalyan, Hayk Hovhannisyan, Andranik Ohanjanyan

16:15 - 16:30
Certificates of participation awarded, closing remarks

Conference #2



28-29 October, 2011, Yerevan, Republic of Armenia 


Financial Ombudsman Institute: increasing public confidence and enhancing financial mediation - 2

The agenda along with the corresponding materials can be found below.

Biographies of the speakers can be found here.

Agenda
Friday, October 28


09:30 - 09:40
Welcome by A. Javadyan - the chairman of the Central Bank of Armenia and P. Sargsyan, the Mediator

09:40 - 09:55
Presentation by the Financial System Mediator of Armenia (FSM), P. Sargsyan
Overview of: the FSM activities, 2010-2011 projects, statistics

09:55 - 10:45
Finnish experience by Mrs. Irene Luukkonen: Managing Director of The Finnish Financial Ombudsman Bureau

  • Brief introduction of fundamental aspects of activities
  • Informed customer decisions as a result of proper consumer education
  • Corporate social responsibility as a customer confidence enhancement tool

    11:00 - 12:15

    Assessing the effectiveness of mediation/dispute resolution in different countries by Phil Khoury
    • Overview of various dispute resolution mechanisms reflecting the unique circumstances of each environment
    • Examples of Australia, Canada and New Zealand

    12:15 - 13:15
    Danish experience by Mrs. Susanne Nielsen: General secretary of The Danish Mortgage Credit Complaint Board
    • Brief overview of activities, role, process and procedure
    • Financial institutions raising consumer awareness in financial products

    14:30 - 15:30
    French and UK experience by Mr. Francis Frizon - The French Insurance Mediation Scheme and Mr. David Thomas - Financial Ombudsman Service
    • Brief introduction of fundamental aspects of activities
    • Overview of financial consumer protection and education schemes in the UK and France

    15:45 - 16:45
    Internal difficulties in handling customer complaints in financial institutions; impact of Ombudsman scheme on customer service
    Panel discussion by Irene Luukkonen, Susanne Nielsen, Phil Khoury, Francis Frizon, David Thomas
     

    Saturday, October 29


    09:15 - 10:45
    Assessing and evaluating mechanisms of dispute resolution services by Phil Khoury
    • Overview of the accountability mechanisms for mediation
    • The effect of mediation on customer service within financial services firms

    11:00 - 13:00

    Comparative study of ADR schemes by David Thomas and Francis Frizon
    • Examples of ADRs in Bulgaria, Croatia, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Poland, Romania, Slovakia and Slovenia
    • Financial System Mediator of Armenia in contrast with other schemes

    14:00 - 15:45
    Breakout Session 1: Banking casework
    Topic 1: Credit card frauds by Eduard Kokoev - The Central Bank of Russia, David Thomas - UK Financial Ombudsman Service and Irene Luukkonen - Finnish Financial Ombudsman Bureau
    • Case analysis
    • The nature of decisions and recommendations
    • Regulation and statistics

    Breakout Session 1: Insurance casework
    Topic 1: Motor Third Party Liability Insurance - legislation and practice; loss indemnification by Juris Stengrevics, Juris Stengrevics, Olegs Vovcenko- Motor Insurers’ Bureau of Latvia and Francis Frizon -  French Insurance Mediation Scheme
    • Introduction of Motor Third Party Liability Insurance in Latvia; stages of development
    • The Green Card System
    • MTPLI legislation
    • Loss estimation and indemnification

    16:00 - 17:45
    Breakout Session 2: Banking casework
    Topic 2: Mortgage agreements and consumer credits by Susanne Nielsen - Danish Mortgage Credit Complaint Board, David Thomas – UK Financial Ombudsman Service and Irene Luukkonen - Finnish Financial Ombudsman Bureau
    • Case analysis
    • The nature of decisions and recommendations

    Breakout Session 2: Insurance casework

    Topic 2: Insurance fraud and other practical aspects of MTPLI by Juris Stengrevics, Olegs Vovcenko - Motor Insurers’ Bureau of Latvia and Francis Frizon -  French Insurance Mediation Scheme

    • Case analysis; fraud detection
    • Complaint handling process
    • Regulation and statistics

    17:45 - 18:00
    Certificates of participation awarded. Closing remarks

    Conference #1



    8-9 April, 2010, Yerevan, Republic of Armenia


    Financial Ombudsman Institute: Increasing public confidence and enhancing financial mediation - 1

    Please click on the names of speakers
     to read the speeches. 


    Biographies of the speakers can be found here.


    Agenda
    Thursday, April 8
      

    09:30 - 09:45
    Welcome by A. Javadyan - the chairman of the Central Bank of Armenia and P. Sargsyan, the Mediator

    09:45 - 10:15
    Introductory presentation about the activity of Financial System Mediator by Hranush Aghayan
    Overview of: the FSM history, role, process and procedure

    10:15 - 11:00
    Conflicts, Disputes & ADR by Norair Babadjanian
    Overview of: nature and classification of disputes; dispute resolution procedures

    11:30 - 12:15
    The UK experience by Mr. Thomas David, the Financial Ombudsman Service (FOS)
    Overview of: scope, process and procedure

    14:00 - 14:45
    French experience by Francis Frizon, The French Insurance Mediation Scheme (FIMS)
    Overview of: fundamental aspects of activities

    14:45 - 15:30
    The Dutch experience by Mr. Jan Wolter Wabeke, The Dutch Financial Ombudsman (KiFiD)
    Overview of: the new integrated ADR scheme in the Netherlands; process and procedures

    16:00 - 16:45
    The Kazakh experience by Mr. Vitaly Veryovkin, Insurance Ombudsman of Kazakhstan
    Overview of: creation, activities, typical cases handled


    Friday, April 9

    09:15 - 10:00
    The UK experience by David Thomas, the Financial Ombudsman Service
    Organization, funding, stakeholders and mass claims

    10:00 - 11:00
    Discussion on publication of business-specific complaint data, Consumer protection and Eductaion programs – quick overview
    The UK, French and the Dutch Experience; Q&A

    11:30 - 12:15
    Breakout Session - David Thomas
    Banking casework: Case analysis; the nature of the FOS decisions and recommendations, the Dutch experience

    Breakout Session - Francis Frizon
    Insurance casework: Case analysis; the nature of the FIMS decisions and recommendations

    14:00 -14:45
    Breakout Session
    Banking casework (continued): Case analysis; the nature of the FOS decisions and recommendations; the Dutch experience


    Breakout Session
    Insurance casework (continued): Case analysis; the nature of the FIMS decisions and recommendations

    15:15 - 16:00
    Breakout Session - David Thomas
    Investment casework: Case analysis; the nature of the FOS decisions and recommendations


    Breakout Session - Francis Frizon

    Health/Life Insurance casework: Case analysis; the nature of the FIMS decisions and recommendations, the Dutch experience

    16:00 - 16:15
    Certificates of participation awarded, Closing remarks