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Conferences
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 LuukkonenSusanne NielsenPhil 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