FIN-NET: You can also claim in Europe

A problem with a transfer, a payment card or an insurance policy can become a headache if you are dealing with an entity that does not have an establishment in the country where you live. Who do you complain to and how? At first glance, it doesn’t look easy.

However, FIN-NET can help you negotiate the obstacles when making a complaint about problems with financial services, which means banking services, insurance and investment services. FIN-NET is a cooperation network that operates in most European countries (i.e. all European Economic Area countries, which means the European Union plus Iceland, Liechtenstein and Norway).

Thanks to FIN-NET you can find out where and how to make your complaint. FIN-NET helps consumers only with cross-border out-of-court complaints. The legal channel may be costly and slow, depending on the legal system in each country.


FIN-NET provides information on organisations and procedures for cross-border dispute resolution for consumers who have encountered problems with foreign entities.

Imagine you have a daughter who has enrolled for a summer course at an Italian university and you have to pay her fees at an Italian bank by 31 July. Your bank assures you that the transfer will arrive in time; however, it gets there five days late and the University applies a surcharge. At your bank they hold the Italian bank responsible.

You want to make a complaint, but the question is who should you complain to?

The procedural formalities involved when making a complaint may vary from country to country. In some countries there is a statutory, public, out-of-court complaints-resolution system whereas in others it is private. And it may or may not be free of charge for the claimant, and may or may not be legally binding. Therefore, doubts may also arise about what type of system is involved and what requirements have to be met in order to make a complaint.

FIN-NETAbre en ventana nueva is on hand to give you the information you need to help you with your complaint. In Spain, the central bank (Banco de España), the National Securities Market Commission (CNMV) and the Directorate General for Insurance and Pension Funds (DGSFP) belong to this network.

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