Member States

Republic of Armenia

Mediator of the Financial System

In the Republic of Armenia, the Institute of the Mediator of the Financial System was introduced by the RA National Assembly on 17.06.2008 with the adoption of the RA Law “On the Mediator of the Financial System”.
The Mediator’s activity is based on the European Commission Directive No. 98/257/EC of March 30, 1998 “On the principles applicable to the bodies responsible for the out-of-court resolution of consumer disputes” and the European Union’s “On Alternative Resolution of Consumer Disputes” Directive 2013/11/EU, as well as the principles of activity of extrajudicial dispute resolution bodies, including ombudsmen (conciliators), established by the International Network of Financial Ombudsmen (INFO Network) on the basis of international best practices.

Working hours: daily from 09.00 to 18.00 (break from 13.00 to 14.00), except Sundays and public holidays.
Telephone: (+374 60) 70-11-11
Fax: (+374 10) 58-24-21
Email: info@fsm.am 
Website:https://fsm.am/ru/

Republic of Kazakhstan

Insurance Ombudsman of Kazakhstan

The activities of the Insurance Ombudsman are regulated by the Law of the Republic of Kazakhstan “On Insurance Activities’ and the Internal Rules of the Insurance Ombudsman Service. In order to ensure the activity of the Insurance Ombudsman in the Republic of Kazakhstan, a specialised legal entity has been established as a private institution in accordance with the legislation of the Republic of Kazakhstan.
The Insurance Ombudsman of the Republic of Kazakhstan is a natural person, independent in his/her activities, who resolves disputes between policyholders and insurance organizations arising from insurance contracts, as well as disputes between insurance organizations arising on issues of compulsory and voluntary insurance.

Working hours: daily from 09.00 to 18.00 (break from 13.00 to 14.00), except Saturdays and Sundays and public holidays.
Telephone/Fax: +7 (727) 382-41-74, +7 (727) 265-54-70
Email: office@omb.kz
Website:http://insurance-ombudsman.kz/

Banking Ombudsman

The Institute of the Banking Ombudsman of the Republic of Kazakhstan was established on the basis of the Law of the Republic of Kazakhstan dated 31 August 1995 No. 2444 “On Banks and Banking Activity in the Republic of Kazakhstan”, Article 40-1 “The Banking Ombudsman, his status and election procedure”.
The Banking Ombudsman is a natural person, independent in his/her activity, who resolves disputes arising from mortgage loan agreements between a bank, an organization engaged in certain types of banking operations, and a borrower-individual upon his/her request in order to reach an agreement on satisfaction of rights and legally protected interests of the borrower and the bank, an organization engaged in certain types of banking operations.

Working hours: daily from 09.00 to 18.00 (break from 13.00 to 14.00)
Telephone: +7 (727) 261-22-16, +7 (727) 983-30-16, +7 (708) 983-30-16
Email: office@bank-ombudsman.kz
Website:https://www.bank-ombudsman.kz/?lang=en

Russia

Financial Ombudsman Service

Established on the basis of the Federal Law of June 4, 2018 No. 123-FZ “On  the Ombudsman for the Rights  of Consumers of Financial Services.
The Financial Ombudsman Service (hereinafter referred to as the FOS) consists of:
1)    Chief Financial Ombudsman and Financial Ombudsmen in the field of financial services;
2)  the FOS Council;
3)  the FOS Office Support Service;
4)  the FOS Expert Council.      

Working hours (mail reception)  
from Monday to Thursday from 9:00 to 18:00, Friday from 9:00 to 16:45
The FOS Contact Centre  from Monday to Friday from 8:00 to 20:00 (MSC), non-working public holidays excluded, free calls from all the regions of Russia    
Website:https://finombudsman.ru/

Representatives of the National Bank of the Republic of Belarus without membership and with the right of deliberative vote, take part in the work of the Advisory Committee on behalf of the Republic of Belarus.