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.

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