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Conferences
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