英国金融申诉专员制度的最新发展及其启示

Developments of the Financial Ombudsman Service in UK and its Enlightenment

金融消费纠纷的第三方解决机制是金融消费权益保护的一项重要内容。在金融领域,常见的第三方纠纷解决途径有仲裁、调解和申诉专员制度(FOS)等。金融申诉专员制度(FOS)是一种的独立纠纷解决机制,具有独立、公平、高效的特点,克服了调解和仲裁在有效性和约束力等方面的缺陷,在各类第三方纠纷解决机制中最适合用于解决金融消费纠纷。金融危机后,主要发达国家建立了适合本国国情的金融服务多元化纠纷解决机制,其中英国的金融申诉专员制度是申诉专员制度的代表。本文介绍了金融申诉专员制度的概况,系统梳理英国的金融申诉专员制度,介绍了该制度的基本情况和处理投诉的程序,跟踪FOS运行的最新情况及发展趋势,以期对建立我国的第三方金融纠纷解决机制提供有益的启示。

The third party resolution mechanism of financial consumption dispute is an important part of financialconsumer protection. In the financial field, the common third party dispute resolution channels are arbitration, mediationand financial ombudsman service（FOS）, etc..Financial Ombudsman Service（FOS）is an independent dispute resolutionmechanism, with independent, fair and efficient characteristics, which overcomes the defects of mediation and arbitrationin the effectiveness and legal binding. It is regarded as the most suitable way of solving financial consumer disputes in allkinds of third party dispute resolution mechanism. After the financial crisis, the major developed countries have estab-lished a series of diversified dispute resolution mechanisms for financial services, which are suitable for their own nationalconditions. Financial Ombudsman Service of UK is the representative of all the ombudsman systems. This article presentsan overview of the financial ombudsman system systematically, introducing the procedure of handling complaints and thebasic situation of FOS,tracking operation and development trend of FOS in UK.The practice of FOS in UK is consideredproviding beneficial inspiration in establishing the third party financial dispute resolution mechanism in China.