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.

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