ࡱ> b   !"#$%&'()*+,-./0123456789:;<=>?@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`adefghijklmnopqrstuvwxyz{|}~Root Entry FwDl5__nameid_version1.0(wDlwDl__substg1.0_00020102*__substg1.0_00030102*h!&),.379:<=?DGJNOPQRSTUVWXYZ[\]^_`abcdefimuxyz{|} F  R T R __substg1.0_00040102*__substg1.0_10010102* __substg1.0_10090102*__substg1.0_100A0102*__substg1.0_100F0102*__substg1.0_10110102* __substg1.0_10120102*__substg1.0_10130102*   T IPM.NotePCDFEB09.hiI+h,%GH8nL#__substg1.0_10140102* __substg1.0_10150102*  __substg1.0_101C0102* __substg1.0_101E0102* __substg1.0_001A001F*__substg1.0_00310102*d__substg1.0_0037001F*2__substg1.0_003B0102*+,KtO1E-Bulletin: November 2009EX:/O=CNB/OU=PRAHA/CN=RECIPIENTS/CN=U04294ܧ@B+//O=CNB/OU=PRAHA/CN=RECIPIENTS/CN=U04294Landrichter Tomaܧ@B+//O=CNB/OU=PRAHA/CN=RECIPIENTS/CN=U04294__substg1.0_003D001F*__substg1.0_003F0102*D__substg1.0_0040001F*"__substg1.0_00410102*D__substg1.0_0042001F*"__substg1.0_00430102*D__substg1.0_0044001F*"__substg1.0_00470102*)Landrichter Tomaܧ@B+//O=CNB/OU=PRAHA/CN=RECIPIENTS/CN=U04294Landrichter Tomac=CZ;a= ;p=CNB;l=PREX-091123135133Z-1223EX:/O=CNB/OU=PRAHA/CN=RECIPIENTS/CN=U04294EX:/O=CNB/OU=PRAHA/CN=RECIPIENTS/CN=U04294EX__substg1.0_00510102*+__substg1.0_00520102*+__substg1.0_0064001F*.__substg1.0_0065001F* N/O=CNB/OU=PRAHA/CN=RECIPIENTS/CN=U04294E-Bulletin: November 2009l q;"Pǿ I$k×gEX/O=CNB/OU=PRAHA/CN=RECIPIENTS/CN=U04294EX__substg1.0_0070001F*!"2__substg1.0_00710102*# __substg1.0_0075001F* $$__substg1.0_0076001F*%N__substg1.0_0077001F*#%'__substg1.0_0078001F*(N__substg1.0_0080001F*"**__substg1.0_0081001F*+H/O=CNB/OU=PRAHA/CN=RECIPIENTS/CN=U04294displayedmanual-action/MDN-sent-automaticallyܧ@B+//O=CNB/OU=PRAHA/CN=RECIPIENTS/CN=U04294Landrichter Toma__substg1.0_0C190102*')-D__substg1.0_0C1A001F*/"__substg1.0_0C1D0102*(,0+__substg1.0_0C1E001F*1EX:/O=CNB/OU=PRAHA/CN=RECIPIENTS/CN=U04294EX/O=CNB/OU=PRAHA/CN=RECIPIENTS/CN=U04294Landrichter TomaE-Bulletin: November 2009/0L"o72"xC __substg1.0_0C1F001F*+-2N__substg1.0_0E02001F*__substg1.0_0E03001F*&6__substg1.0_0E04001F*4$__substg1.0_0E1D001F*/152__substg1.0_0E270102*6d__substg1.0_0E28001F*048__substg1.0_0E29001F*;00000002PREX/O=CNB/OU=Praha/cn=Recipients/cn=U04294Microsoft Exchange Server00000002PREX/O=CNB/OU=Praha/cn=Recipients/cn=U04294Microsoft Exchange Server<FCCE3227A2FED34EAD872668AA9EBC820D6421@PREX.ms.cnb.cz>__substg1.0_1000001F*35__substg1.0_10090102*c__substg1.0_10130102*2:H__substg1.0_1035001F*>n E-Bulletin No: 20, November 2009 What issues are driving complaints? Thank you for the information you sent in about your most common current issues. A summary follows, in which the issues are grouped under Banking, Insurance, Investments and Pensions/Superannuation. The complete responses <http://www.networkfso.org/Ombudsmen/Scheme-operations/Current_issues.html> (by scheme) including some detailed explanations of the issues and how they are being handled are available to Network Members on the website, in the Ombudsman section. Banking Ireland ATM and credit card usage by alleged improper use of pin numbers Italy Mortgage loans substitution of lender and penalty fees for early repayment Violation of transparency rules concerning current and saving accounts commissions, expenses, etc. Responsibility of issuers in the fraudulent use of credit and debit cards Upper Austria All types of questions and complaints concerning banking fees, transfers, overdraft limits, debit/credit interest rates, credit agreements etc. Switzerland Investment losses suffered by bank clients where clients accuse their banks of poor investment advice United Kingdom Current accounts maladministration, disputed transactions, problems with direct debits and standing orders, and from consumers claiming financial hardship. Credit card disputes maladministration, disputes transactions and  section 75 claims Canada Mortgage prepayment penalties triggered by refinancing of mortgages before maturity fees, lack of disclosure, and misinformation provided by branch staff Repricing of existing credit lines unfair practice Lenders restricting or reducing existing credit and increasing collection activity on defaulted credit Australia Application of break costs to fixed rate loans Consumers finding they are unable to meet their repayments under a credit facility Combined maladministration and financial difficulty e.g. a consumer is granted credit which they do not have the capacity to pay, leading them to experience financial hardship. Insurance Ireland Pre-existing medical conditions not being disclosed in life and travel insurance policies New Zealand Pre-existing health conditions, particularly under travel policies Non-disclosure Quebec Refusal of claim Suspension of benefit Administrative / claim procedures Upper Austria Insurance <http://dict.leo.org/ende?lp=ende&p=5tY9AA&search=insurance> intermediar <http://dict.leo.org/ende?lp=ende&p=5tY9AA&search=intermediary> ies promising high profits (but ones based on estimations and forecasts) consumers are disappointed when they don t get their  promised money at the end the contract Commission fee arrangements of Blue Vest Equity, an Austrian finance management company dealing a lot with unit-linked life insurances United Kingdom Payment Protection Insurance mostly sales-related, e.g. consumers saying the pricing was not explained to them, being led to believe they had to take out the policy to get the loan, restrictions that mean they would never have been able to claim on the policy. Switzerland Misleading/inappropriate advice at the conclusion of the contract i.e. insufficient information on risks of the product (fund-linked life insurance), granted and not granted perspectives of benefits when the policy lapses, coverage, administrative costs and fees related to the policy. Inadequate benefits when the policy lapses/fund-linked life insurance losses Rejection of contractual benefits or service Australia Claims exclusion/condition complaints due to a lack of understanding between the insurer and the consumer about the extent of the cover Amount of a claim the insurer offers to settle a claim, but the consumer believes that they are entitled to a larger amount Non-disclosure by customers leading to denied claims France Financial arbitrage for example, timing meaning the insured wishing to switch savings invested in units of account to funds in euros sees a significant decrease in capital, from what they were led to expect when they made the application to switch. Complaints as a result of consumers being tempted to relinquish policies, in light of the financial crisis Investments Ireland Mis-selling of investment products generally but especially to elderly people Australia Inappropriate advice whether it was appropriate to the consumer s personal circumstances, time frame and willingness to take on risk; whether the risks of recommended products were adequately explained. Service whether service levels promised in agreements have been delivered Disclosure  whether product features, product risk, product fee structure or adviser remuneration have been disclosed. Quebec Non respect of the investor s profile / needs analysis / compliance with  know your customer (KYC) Adequacy of products Fees / commissions Superannuation/Pensions Australia Fund administration issues disclosure, fees, insurance premiums, investment option changes, the time taken to process rollovers and benefit payments Death benefit distributions Disability benefits Other news from Members Customer Complaints Service (Defensor del Cliente), Federation of Catalan Savings Banks, Spain (Jos Antonio Somalo Gimnez) I have summarised in Spanish <http://www.networkfso.org/JAS-Informe%20Dublin_Report%20in%20Spanish.pdf> what seemed to me the most interesting information from the Dublin meeting. I trust this will be very useful for the Spanish-speaking Members. (Thank you Jos) Client Services & Compensation Division, Autorit des marchs financiers, Qubec (Anne-Marie Poitras, Executive Director) Overview of our dispute resolution system The Autorit is an integrated regulator the only one in Canada that has a sector specifically dedicated to consumers. The Autorit supervises the securities and insurance sectors and also the distribution of financial products. We are a prudential and a market conduct regulator. Client Services and Compensation is made up of the following three units: The Information Centre, whose mandate is to respond to requests for information from consumers and members of the Financial Industry. The main tasks of Information Centre employees are to attend questions regarding the financial sector and to inform consumers about the steps to follow in the dispute resolution process. Consumer Assistance is made up of the following two departments: Examination of Complaints, and Education Programs and Industry Monitoring. Its mandate is to address the direct needs of consumers of financial products and services in the areas of information, education, assistance and dispute resolution. The linked article focuses specifically on the activities of AMF Examination of Complaints. Compensation, whose mandate is to provide financial compensation to consumers of financial products and services who are the victims of fraud, fraudulent tactics or embezzlement, in the areas of insurance of persons (life and health), damage insurance (P&C), financial planning, group savings plan brokerage (mutual funds) and scholarship plan brokerage. The financial services compensation fund is financed through mandatory annual dues paid by firms and representatives registered with the AMF. A consumer may be compensated to a maximum of $200,000 per claim. Link to full paper: Compensating consumers through a claims settlement mechanism <http://www.networkfso.org/AMF_Consumer_Compensation_Nov_2009.pdf> Superannuation Complaints Tribunal, Australia (Jocelyn Furlan, Chairperson) 2009 Annual Report Some of the highlights of our 2009 Annual Report, tabled in parliament on 12 November 2009. The full Annual Report is on our website: www.sct.gov.au The Tribunal s activities in 2008/09 were dominated by the impact of the global economic crisis. The number of complaints received remained at the higher levels experienced in the previous year, rising by 1.9% during the year. The change this year was the higher proportion of complaints relating to administration issues, including complaints about disclosure, fees, insurance premiums, investment option changes, and the time taken to process rollovers and benefit payments. Complaints about these issues comprised 62.4% (2008  54.1%) of all complaints that were within the Tribunal s jurisdiction. During the year, the Tribunal completed a number of initiatives aimed at enhancing its efficiency and effectiveness. The implementation of electronic document management for trust deeds and insurance policies was completed and all trust deeds, insurance policies and disclosure material provided by trustees and insurers have been scanned into the Tribunal s electronic document library. Staff at the Tribunal now have access to these documents at their desk and the material is provided to part-time members of the Tribunal on disk. This initiative has significantly reduced the Tribunal's paper and printer usage, as well as postage and other delivery costs. On 30 June 2009, the Tribunal launched its new website, designed to be informative and easy to navigate. The new website includes an online complaint form with drop down boxes providing information and suggestions to assist complainants. The online complaint form asks complainants to confirm that they have first complained to the relevant fund, with the objective of reducing the number of complaints received by the Tribunal that are outside its jurisdiction because the complainant has not first complained to the fund. Also during the year the Tribunal updated its Service Charter with the aim of enhancing the transparency and accountability of the Tribunal s procedures and decision-making processes. The Charter is included on the Tribunal s website, and provides information about complainants rights if they have a complaint about the Tribunal s services or a Tribunal decision (such as a decision about its jurisdiction or a decision to withdraw a complaint). Czech Financial Arbitrator (Frantiaek Klufa, Arbitrator) The Czech Financial Arbitrator recently hosted an international meeting of FIN-NET, the European network of financial arbitrators and ombudsmen. Link: http://www.finarbitr.cz/cs/aktuality-it_90.html <http://www.finarbitr.cz/cs/aktuality-it_90.html> The Czech Financial Arbitrator and the Banking Institute University recently held an international conference. Link: http://www.finarbitr.cz/cs/aktuality-it_91.html <http://www.finarbitr.cz/cs/aktuality-it_91.html> English links not available at this time. Financial services in the news South Africa Greed fed crisis in SA, says Pillai South Africa was not immune from the "greed and irresponsibility" that precipitated the global financial crisis, Charles Pillai, the outgoing ombudsman for financial services providers, said yesterday. This was evident following the type of cases the office had to investigate recently. Pillai said his office had to deal with many "outright scams" and had been ruling on these throughout his tenure. Full story <http://www.busrep.co.za/index.php?fSectionId=2880&fArticleId=5218727> New Zealand ISO to rule on advice disputes The Insurance and Savings Ombudsman (ISO) will open its disputes resolution scheme to the financial advisory market. The ISO board last week approved the move to broaden its service to accommodate the new regulatory regime due to hit the industry next year. Ombudsman Karen Stevens said the ISO would provide a single point of contact for consumers covering complaints about product, manufacturers and financial advice. Full story <http://www.goodreturns.co.nz/article/976495966/iso-to-rule-on-advice-disputes.html> Complaints to Banking Ombudsman double Interest rate volatility, the failure of sophisticated investment instruments and general financial hardship were key drivers of a near doubling of complaints to the Banking Ombudsman in the 2008/09 year. The office received 1888 formal complaints, an increase of 99 percent on the previous year, according to its annual report. It resolved 1590 cases, an increase of 84 percent; 607 disputes, an increase of 125 percent; and facilitated more than $7 million in compensation to complainants. At year end, 123 disputes were on waiting list. Ombudsman Deborah Battell said a large number of complaints centred on the poor performance of investment products, in particular two investment funds provided by ING (New Zealand) Ltd through ANZ's branch network. Full story <http://www.stuff.co.nz/business/industries/3067597/Complaints-to-Banking-Ombudsman-double> Ireland Insurers face probe over charge to 'smokers' The Financial Ombudsman has called for an investigation into overcharging by insurers after finding two large companies were charging non-smokers the same rate for life insurance as smokers. Joe Meade said he has asked the regulator to investigate the matter after receiving complaints from two non-smokers who were wrongly charged the higher premiums for smokers. Full story <http://www.independent.ie/national-news/insurers--face-probe-over-charge-to-smokers-1929079.html> United Kingdom Claimants await judgment over bank charges for unauthorised overdrafts More than one million banking customers will come a step closer this week to learning whether they will be able to claim back charges they paid for unauthorised overdrafts. On Wednesday, the supreme court will hand down the appeal ruling on a case between the Office of Fair Trading and seven banks and one building society to determine whether the fees charged for unauthorised borrowing can be tested under the Unfair Terms in Consumer Contracts Regulations 1999. Hundreds of thousands of bank-account customers successfully claimed back charges until July 2007, when the case went to court. The Financial Services Authority then announced a moratorium, and 1.2 million people have had their claims put on hold until the conclusion of the case. Full story <http://www.guardian.co.uk/money/2009/nov/22/bank-charges-case> Trinidad & Tobago From poverty to prosperity: Central Bank makes it easier for youth Article <http://www.trinidadexpress.com/index.pl/article_news?id=161549925> about a book,  Protecting your shelter: Understanding property insurance to explain to home owners the importance of having home insurance. The book is a joint venture between the Central Bank and the Financial Services Ombudsman. India Ombudsman awards Rs8 L on claim, insurer sues In a case that seems an affront to the authority of the insurance ombudsman, a private insurance company has moved Gujarat High Court, challenging the ombudsman's award which the company is supposed to obey. The ombudsman had ordered the company to pay Rs8 lakh to the nominee of a policyholder to settle a death claim. While hearing of the case has begun, the High Court has asked the insurance company to deposit the claim money (Rs8 lakh) with the high court before it could proceed further. Now, it will be interesting to see how the issue is resolved. Full story <http://www.dnaindia.com/india/report_ombudsman-awards-rs8-l-on-claim-insurer-sues_1306484> Australia FOS names insurance ombudsman The Financial Ombudsman Service has appointed former director of State Trustees, John Price, as general insurance ombudsman. Michael Lavarch, chair at the board of the Financial Ombudsman Service, said Price is experienced in dispute resolution and general insurance. Price has over 30 years of legal experience and served as a director of State Trustees and chair of State Trustees Australia Foundation. "[Price] has served as referee, adjudicator and panel chair with the Financial Ombudsman Service for the past five years," said Lavarch. Full story <http://www.financialstandard.com.au/news/view/27337/> FOS releases new guidance papers The Financial Ombudsman Service (FOS) has released a guidance paper on fixed interest investments and intends to release a paper on calculating loss in a bid to help financial services providers and investors better understand the dispute resolution process. "We're intending to put out some information about particular topics that enable financial services providers and consumers to refer to them to see what we look at when we look at these sorts of disputes," FOS investments, life insurance and superannuation ombudsman Alison Maynard said. Full story <http://www.investordaily.com/cps/rde/xchg/id/style/7787.htm?rdeCOQ=SID-0A3D9633-2EB4DD10> Nigeria Insurance industry gets ombudsman In a fresh attempt to strengthen confidence building in the insurance market, underwriters trade group, Nigerian Insurers Association has set up an independent special complaints unit that will adjudicate complaints against member companies by consumers of insurance.  In order to ensure that complaints arising from insurance transactions between our member companies and their clients are not left unresolved, the governing council has approved the establishment of a Customer Complaints Bureau to receive and mediate in conflicts between the insurer and the insured. Full story <http://www.vanguardngr.com/2009/11/01/insurance-industry-gets-ombudsman/> Malaysia Independent SC framework sought The Securities Commission s (SC) proposed alternative dispute resolution (ADR) framework for resolving retail investors disputes with intermediaries should be truly independent unlike existing current mediation and enforcement bodies, say consumer groups and financial industry observers. Federation of Malaysian Consumer Associations (Fomca) secretary-general Muhammad Sha ani Abdullah said the framework must include a stringent code of ethics and compliance standards to be adhered to by all officials appointed to the proposed ADR body. Full story <http://biz.thestar.com.my/news/story.asp?file=/2009/11/16/business/5111816&sec=business> Previous issues All issues of the Members E-Bulletin are available in the Ombudsman section of the Network website <http://www.networkfso.org> . 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Rounded Rectangle: Diary dates INFO 2010 27 – 30 September 2010 Cape Town South Africa E-Bulletin No: 20, November 2009

What issues are driving complaints?

 

Thank you for the information you sent in about your most common current issues.
A summary follows, in which the issues are grouped under Banking, Insurance, Investments and Pensions/Superannuation. The complete responses (by scheme)—including some detailed explanations of the issues and how they are being handled—are available to Network Members on the website, in the Ombudsman section.

 

Banking
Ireland

·         ATM and credit card usage by alleged improper use of pin numbers

Italy

·         Mortgage loans—substitution of lender and penalty fees for early repayment

·         Violation of transparency rules concerning current and saving accounts—commissions, expenses, etc.

·         Responsibility of issuers in the fraudulent use of credit and debit cards

Upper Austria

·           All types of questions and complaints concerning banking fees, transfers, overdraft limits, debit/credit interest rates, credit agreements etc.

Switzerland

·           Investment losses suffered by bank clients—where clients accuse their banks
of poor investment advice

United Kingdom

·         Current accounts—maladministration, disputed transactions, problems with direct debits and standing orders, and from consumers claiming financial hardship.  

·         Credit card disputes—maladministration, disputes transactions and “section 75” claims

Canada

·         Mortgage prepayment penalties triggered by refinancing of mortgages before maturity—fees, lack of disclosure, and misinformation provided by branch staff

·         Repricing of existing credit lines—unfair practice

·         Lenders restricting or reducing existing credit and increasing collection activity on defaulted credit

Australia

·         Application of break costs to fixed rate loans

·         Consumers finding they are unable to meet their repayments under a credit facility

·         Combined maladministration and financial difficulty—e.g. a consumer is granted credit which they do not have the capacity to pay, leading them to experience financial hardship.

Insurance

Ireland

·         Pre-existing medical conditions not being disclosed in life and travel insurance policies

New Zealand

·         Pre-existing health conditions, particularly under travel policies

·         Non-disclosure

Quebec

·         Refusal of claim

·         Suspension of benefit

·         Administrative / claim procedures

Upper Austria

·         Insurance intermediaries promising high profits (but ones based on estimations and forecasts)— consumers are disappointed when they don’t get their “promised” money at the end the contract 

·         Commission fee arrangements of Blue Vest Equity, an Austrian finance management company dealing a lot with unit-linked life insurances

United Kingdom

·         Payment Protection Insurance—mostly sales-related, e.g. consumers saying the pricing was not explained to them, being led to believe they had to take out the policy to get the loan, restrictions that mean they would never have been able to claim on the policy.

Switzerland

·         Misleading/inappropriate advice at the conclusion of the contract—i.e. insufficient information on risks of the product (fund-linked life insurance), granted and not granted perspectives of benefits when the policy lapses, coverage, administrative costs and fees related to the policy.

·         Inadequate benefits when the policy lapses/fund-linked life insurance losses

·         Rejection of contractual benefits or service

Australia

·         Claims exclusion/condition complaints—due to a lack of understanding between the insurer and the consumer about the extent of the cover

·         Amount of a claim—the insurer offers to settle a claim, but the consumer believes that they are entitled to a larger amount

·         Non-disclosure by customers leading to denied claims

France

·         Financial arbitrage—for example, timing meaning the insured wishing to switch savings invested in units of account to funds in euros sees a significant decrease in capital, from what they were led to expect when they made the application to switch.

·         Complaints as a result of consumers being tempted to relinquish policies, in light of the financial crisis

 

Investments

Ireland

·         Mis-selling of investment products generally—but especially to elderly people

Australia

·         Inappropriate advice—whether it was appropriate to the consumer’s personal circumstances, time frame and willingness to take on risk;  whether the risks of recommended products were adequately explained.

·         Service—whether service levels promised in agreements have been delivered

·         Disclosure —whether product features, product risk, product fee structure or adviser remuneration have been disclosed.

Quebec

·         Non respect of the investor’s profile / needs analysis / compliance with ‘know your customer’ (KYC)

·         Adequacy of products

·         Fees / commissions

 

Superannuation/Pensions

Australia

·         Fund administration issues— disclosure, fees, insurance premiums, investment option changes, the time taken to process rollovers and benefit payments

·         Death benefit distributions

·         Disability benefits  

Other news from Members


Customer Complaints Service (Defensor del Cliente), Federation of Catalan Savings Banks, Spain (Jos Antonio Somalo Gimnez)

I have summarised in Spanish what seemed to me the most interesting information from the Dublin meeting. I trust this will be very useful for the Spanish-speaking Members. (Thank you Jos)

 

Client Services & Compensation Division, Autorit des marchs financiers, Qubec  (Anne-Marie Poitras, Executive Director)

Overview of our dispute resolution system

The Autorit is an integrated regulator—the only one in Canada—that has a sector specifically dedicated to consumers. The Autorit supervises the securities and insurance sectors and also the distribution of financial products. We are a prudential and a market conduct regulator.

Client Services and Compensation is made up of the following three units:

·         The Information Centre, whose mandate is to respond to requests for information from consumers and members of the Financial Industry. The main tasks of Information Centre employees are to attend questions regarding the financial sector and to inform consumers about the steps to follow in the dispute resolution process.

·         Consumer Assistance is made up of the following two departments: Examination of Complaints, and Education Programs and Industry Monitoring. Its mandate is to address the direct needs of consumers of financial products and services in the areas of information, education, assistance and dispute resolution. The linked article focuses specifically on the activities of AMF Examination of Complaints.

·         Compensation, whose mandate is to provide financial compensation to consumers of financial products and services who are the victims of fraud, fraudulent tactics or embezzlement, in the areas of insurance of persons (life and health), damage insurance (P&C), financial planning, group savings plan brokerage (mutual funds) and scholarship plan brokerage. The financial services compensation fund is financed through mandatory annual dues paid by firms and representatives registered with the AMF. A consumer may be compensated to a maximum of $200,000 per claim.

Link to full paper: Compensating consumers through a claims settlement mechanism

 

Superannuation Complaints Tribunal, Australia (Jocelyn Furlan, Chairperson)

2009 Annual Report
Some of the highlights of our 2009 Annual Report, tabled in parliament on 12 November 2009. The full Annual Report is on our website:  www.sct.gov.au  The Tribunal’s activities in 2008/09 were dominated by the impact of the global economic crisis. The number of complaints received remained at the higher levels experienced in the previous year, rising by 1.9% during the year.  The change this year was the higher proportion of complaints relating to administration issues, including complaints about disclosure, fees, insurance premiums, investment option changes, and the time taken to process rollovers and benefit payments.  Complaints about these issues comprised 62.4% (2008 – 54.1%) of all complaints that were within the Tribunal’s jurisdiction.  

During the year, the Tribunal completed a number of initiatives aimed at enhancing its efficiency and effectiveness.  The implementation of electronic document management for trust deeds and insurance policies was completed and all trust deeds, insurance policies and disclosure material provided by trustees and insurers have been scanned into the Tribunal’s electronic document library.  Staff at the Tribunal now have access to these documents at their desk and the material is provided to part-time members of the Tribunal on disk.  This initiative has significantly reduced the Tribunal's paper and printer usage, as well as postage and other delivery costs.

On 30 June 2009, the Tribunal launched its new website, designed to be informative and easy to navigate.  The new website includes an online complaint form with drop down boxes providing information and suggestions to assist complainants.  The online complaint form asks complainants to confirm that they have first complained to the relevant fund, with the objective of reducing the number of complaints received by the Tribunal that are outside its jurisdiction because the complainant has not first complained to the fund.  

Also during the year the Tribunal updated its Service Charter with the aim of enhancing the transparency and accountability of the Tribunal’s procedures and decision-making processes.  The Charter is included on the Tribunal’s website, and provides information about complainants’ rights if they have a complaint about the Tribunal’s services or a Tribunal decision (such as a decision about its jurisdiction or a decision to withdraw a complaint).

Czech Financial Arbitrator (Frantiek Klufa, Arbitrator)

·         The Czech Financial Arbitrator recently hosted an international meeting of FIN-NET, the European network of financial arbitrators and ombudsmen.
Link: http://www.finarbitr.cz/cs/aktuality-it_90.html

·         The Czech Financial Arbitrator and the Banking Institute University recently held an international conference. Link: http://www.finarbitr.cz/cs/aktuality-it_91.html

English links not available at this time.

 

Financial services in the news

 

South Africa

Greed fed crisis in SA, says Pillai
South Africa was not immune from the "greed and irresponsibility" that precipitated the global financial crisis, Charles Pillai, the outgoing ombudsman for financial services providers, said yesterday. This was evident following the type of cases the office had to investigate recently. Pillai said his office had to deal with many "outright scams" and had been ruling on these throughout his tenure. Full story

 

New Zealand

ISO to rule on advice disputes

The Insurance and Savings Ombudsman (ISO) will open its disputes resolution scheme to the financial advisory market. The ISO board last week approved the move to broaden its service to accommodate the new regulatory regime due to hit the industry next year. Ombudsman Karen Stevens said the ISO would provide a single point of contact for consumers covering complaints about product, manufacturers and financial advice. Full story

 

Complaints to Banking Ombudsman double
Interest rate volatility, the failure of sophisticated investment instruments and general financial hardship were key drivers of a near doubling of complaints to the Banking Ombudsman in the 2008/09 year. The office received 1888 formal complaints, an increase of 99 percent on the previous year, according to its annual report. It resolved 1590 cases, an increase of 84 percent; 607 disputes, an increase of 125 percent; and facilitated more than $7 million in compensation to complainants. At year end, 123 disputes were on waiting list. Ombudsman Deborah Battell said a large number of complaints centred on the poor performance of investment products, in particular two investment funds provided by ING (New Zealand) Ltd through ANZ's branch network. Full story

 

Ireland

Insurers face probe over charge to 'smokers'

The Financial Ombudsman has called for an investigation into overcharging by insurers after finding two large companies were charging non-smokers the same rate for life insurance as smokers. Joe Meade said he has asked the regulator to investigate the matter after receiving complaints from two non-smokers who were wrongly charged the higher premiums for smokers. Full story

 

United Kingdom

Claimants await judgment over bank charges for unauthorised overdrafts
More than one million banking customers will come a step closer this week to learning whether they will be able to claim back charges they paid for unauthorised overdrafts. On Wednesday, the supreme court will hand down the appeal ruling on a case between the Office of Fair Trading and seven banks and one building society to determine whether the fees charged for unauthorised borrowing can be tested under the Unfair Terms in Consumer Contracts Regulations 1999. Hundreds of thousands of bank-account customers successfully claimed back charges until July 2007, when the case went to court. The Financial Services Authority then announced a moratorium, and 1.2 million people have had their claims put on hold until the conclusion of the case.  Full story

 

Trinidad & Tobago
From poverty to prosperity: Central Bank makes it easier for youth
Article about a book, ‘Protecting your shelter: Understanding property insurance’ to explain to home owners the importance of having home insurance. The book is a joint venture between the Central Bank and the Financial Services Ombudsman. 

 

India

Ombudsman awards Rs8 L on claim, insurer sues

In a case that seems an affront to the authority of the insurance ombudsman, a private insurance company has moved Gujarat High Court, challenging the ombudsman's award which the company is supposed to obey. The ombudsman had ordered the company to pay Rs8 lakh to the nominee of a policyholder to settle a death claim. While hearing of the case has begun, the High Court has asked the insurance company to deposit the claim money (Rs8 lakh) with the high court before it could proceed further. Now, it will be interesting to see how the issue is resolved. Full story

 

Australia

FOS names insurance ombudsman

The Financial Ombudsman Service has appointed former director of State Trustees, John Price, as general insurance ombudsman. Michael Lavarch, chair at the board of the Financial Ombudsman Service, said Price is experienced in dispute resolution and general insurance. Price has over 30 years of legal experience and served as a director of State Trustees and chair of State Trustees Australia Foundation. "[Price] has served as referee, adjudicator and panel chair with the Financial Ombudsman Service for the past five years," said Lavarch. Full story

 

FOS releases new guidance papers
The Financial Ombudsman Service (FOS) has released a guidance paper on fixed interest investments and intends to release a paper on calculating loss in a bid to help financial services providers and investors better understand the dispute resolution process. "We're intending to put out some information about particular topics that enable financial services providers and consumers to refer to them to see what we look at when we look at these sorts of disputes," FOS investments, life insurance and superannuation ombudsman Alison Maynard said. Full story

 

Nigeria

Insurance industry gets ombudsman

In a fresh attempt to strengthen confidence building in the insurance market, underwriters trade group, Nigerian Insurers Association has set up an independent special complaints unit that will adjudicate complaints against member companies by consumers of insurance. “In order to ensure that complaints arising from insurance transactions between our member companies and their clients are not left unresolved, the governing council has approved the establishment of a Customer Complaints Bureau to receive and mediate in conflicts between the insurer and the insured.” Full story

 

Malaysia

Independent SC framework sought
The Securities Commission’s (SC) proposed alternative dispute resolution (ADR) framework for resolving retail investors’ disputes with intermediaries should be truly independent unlike existing current mediation and enforcement bodies, say consumer groups and financial industry observers. Federation of Malaysian Consumer Associations (Fomca) secretary-general Muhammad Sha’ani Abdullah said the framework must include a stringent code of ethics and compliance standards to be adhered to by all officials appointed to the proposed ADR body.
Full story

 

Previous issues

All issues of the Members E-Bulletin are available in the Ombudsman section of the Network website. 

Rounded Rectangle: A monthly bulletin for Network Members To keep you informed of Network developments To share Ombudsman news items To point you to updated information on the Network website To contribute, please email your item to the Secretariat  

 

 

 

 

 

 

 

 

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