(1) Name and address of the scheme. In which language is it possible to contact the scheme in the network?

Transcription

1 BELGIUM BANKING/SECURITIES 1(2) (1) Name and address of the scheme. In which language is it possible to contact the scheme in the network? Ombudsman BVB Ravensteinstraat, 36, bus 5 B Brussel Tel. 02/ Fax 02/ ombudsman@abb-bvb.be Ombudsman de l ABB Rue Ravenstein, 36, bte 5 B Bruxelles Tel. 02/ Fax 02/ ombudsman@abb-bvb.be Contacts can be made in French, Dutch, English (2) The coverage of the scheme as regards: financial institutions, financial products intermediaries The scheme covers the member banks of the Belgian Banking Association (ABB - L Association belge des Banques) and the member institutions of the Belgian Association for the Members of the Stock Exchange (ABMB lássociation belge des Membres de la Bourse) All financial products supplied by the member institutions are covered. (3) The organisation of the scheme; statutory or voluntary/private or public, who is running the scheme who is funding the scheme The scheme is privately organised The scheme is run by the Belgian Banking Association ABB It is funded by the financial institutions involved (4) In which languages could the complaint be made the decision be given? Dutch, French, English (5) Limits to the amount of the complaint No limits. (6) Time limits in bringing the complaint to the scheme

2 (7) The average time taken to handle a complaint It takes about 8 weeks to handle a complaint (8) Nature of the decision Not binding on either side. (9) Charges The service is free of charge. (10) Is there an annual report available? In which languages? An annual report is published in French and Dutch. (11) Has the scheme been notified to the Commission in accordance with the Commission Recommendation 98/257? Yes.

3 B-I BELGIQUE SECTEUR DES ASSURANCES (1) Nom et adresse du système de recours. Dans quelles langues peut-on communiquer avec le système? Service de médiation auprès de LA POSTE Chaussée d Anvers, 59 B-1000 BRUXELLES Tel : (FR) Fax : Ombudsdienst bij DE POST Antwerpsesteenweg, 59 B-1000 BRUSSEL Tel : (NL) (DE) Les langues officielles du système sont le français et le néerlandais. Des demandes écrites en allemand et en anglais sont toutefois traitées dans ces langues. (2) Couverture du système en ce qui concerne: les institutions financières, les produits financiers, les intermédiaires La Poste Tous les produits financiers de LA POSTE (3) Organisation du système: public/privé, statutaire/volontaire? qui dirige le système? qui finance le système? Ce système est public et fonctionne sur une base statutaire Il est dirigé par le Gouvernement fédéral belge La législation prévoit que la système doit être financé par La poste (4) Dans quelle langue la plainte peut-elle être introduite? la décision peut-elle être communiquée? français, néerlandais, allemand et anglais français, néerlandais, allemand et anglais (5) Limites fixées au montant des litiges Pas de limite (6) Délai d'introduction des plaintes auprès du système de recours Pas de limite formelle. A mettre toutefois en relation avec la limite de conservation des documents.

4 (7) Délai moyen de traitement d'une plainte A-I De trois à quatre semaines. (8) Nature des décisions prises Soit par consensus. Soit par arbitrage. (9) Frais - commissions Ce service est gratuit. (10) Existe-t-il un rapport annuel? Dans quelle(s) lang ue(s)? Un rapport annuel est publié en français et en néerlandais (obligation légale). (11) Le système a-t-il été notifié à la Commission européenne comme prévu par la recommandation de la Commission n 98/257? Oui.

5 BELGIUM INSURANCE (1) Name and address of the scheme. In which language is it possible to contact the scheme in the network? Ombudsman de l Union Professionnelle des Entreprises d Assurance (UPEA) Maison de l Assurance Square de Meeûs, Bruxelles Tel Fax ombudsman@upea.be Contacts can be made in French, Dutch, English and German. (2) The coverage of the scheme as regards: financial institutions, financial products, intermediaries Ombudsman Scheme handles complaints against member companies of the Belgian Insurance Association. Any insured, policyholder or a third party directly concerned by the execution of a contract can approach the scheme. All the products provided by the member companies If the complaint is related to the services by the intermediaries, the Ombudsman could also help the consumer. (3) The organisation of the scheme; public or private/statutory or voluntary, who is running the scheme, who is funding the scheme The scheme is private and voluntary It is run by the Belgian Insurance Association UPEA The scheme is funded by the insurance companies involved (4) In which languages could the complaint be made the decision be given? French, Dutch, English and German French, Dutch, English and German

6 (5) Limits to the amount of the complaint No limits. (6) Time limits in bringing the complaint to the scheme Belgian legal prescriptions. (7) The average time taken to handle a complaint + 1 month (8) Nature of the decision Recommendations, which are not binding on either side of the dispute. (9) Charges The service is free of charge. (10) Is there an annual report available? In which languages? Yes, in French and Dutch (11) Has the scheme been notified to the Commission in accordance with the Commission Recommendation 98/257? Yes.

7 BELGIUM BANKING/SECURITIES 1(2) (1) Name and address of the scheme. In which language is it possible to contact the scheme in the network? Ombudsman BVB Ravensteinstraat, 36, bus 5 B Brussel Tel. 02/ Fax 02/ ombudsman@abb-bvb.be Ombudsman de l ABB Rue Ravenstein, 36, bte 5 B Bruxelles Tel. 02/ Fax 02/ ombudsman@abb-bvb.be Contacts can be made in French, Dutch, English (2) The coverage of the scheme as regards: financial institutions, financial products intermediaries The scheme covers the member banks of the Belgian Banking Association (ABB - L Association belge des Banques) and the member institutions of the Belgian Association for the Members of the Stock Exchange (ABMB lássociation belge des Membres de la Bourse) All financial products supplied by the member institutions are covered. (3) The organisation of the scheme; statutory or voluntary/private or public, who is running the scheme who is funding the scheme The scheme is privately organised The scheme is run by the Belgian Banking Association ABB It is funded by the financial institutions involved (4) In which languages could the complaint be made the decision be given? Dutch, French, English (5) Limits to the amount of the complaint No limits. (6) Time limits in bringing the complaint to the scheme

8 (7) The average time taken to handle a complaint It takes about 8 weeks to handle a complaint (8) Nature of the decision Not binding on either side. (9) Charges The service is free of charge. (10) Is there an annual report available? In which languages? An annual report is published in French and Dutch. (11) Has the scheme been notified to the Commission in accordance with the Commission Recommendation 98/257? Yes.