Letter
| Dokumendiregister | Majandus- ja Kommunikatsiooniministeerium |
| Viit | 6-2/2516-1 |
| Registreeritud | 17.07.2026 |
| Sünkroonitud | 20.07.2026 |
| Liik | Sissetulev kiri |
| Funktsioon | 6 Rahvusvahelise koostöö korraldamine |
| Sari | 6-2 Rahvusvahelise koostöö korraldamise kirjavahetus |
| Toimik | 6-2/2026 |
| Juurdepääsupiirang | Avalik |
| Adressaat | EY Consulting |
| Saabumis/saatmisviis | EY Consulting |
| Vastutaja | Silver Tammik (Majandus- ja Kommunikatsiooniministeerium, Kantsleri valdkond, Strateegia ja teenuste juhtimise valdkond, EL ja rahvusvahelise koostöö osakond) |
| Originaal | Ava uues aknas |
| Taotle dokumendi eemaldamist või parandamist |
Failid
|
Tähelepanu!
Tegemist on välisvõrgust saabunud kirjaga. |
Dear Sir/Madam,
I hope this message finds you well.
This is a kind reminder to complete and return the survey we shared last week as part of the European Commission DG FISMA study on the effectiveness of ADR schemes in financial services.
We would be grateful if you could submit your response by 6 August 2026. We would also appreciate it if you could kindly confirm receipt of this email at your earliest convenience.
Thank you in advance for your cooperation.
Best regards,
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Marta Pérez-Viñas | EU Policy Consultant | EY Consulting
EY Consulting BV/SRL Kouterveldstraat 7B, 1831 Diegem (Brussels), Belgium Mobile +32 (0) 476 92 22 41 | [email protected]
Website: http://www.ey.com/be |
From:
FinancialSectorADR
Sent: Thursday, July 9, 2026 5:24 PM
Cc: Kaja Kazmierska <[email protected]>; Alessandra Innesti <[email protected]>; Ana Craciun <[email protected]>; Antoine Mounier <[email protected]>; Marta Perez <[email protected]>
Subject: RE: Upcoming Survey – Study to Better Understand the Effectiveness of ADR Schemes in Financial Services
Dear Sir/Madam,
We hope this message finds you well.
Further to our previous communication regarding the Study to Better Understand the Effectiveness of ADR Schemes in Financial Services, we are pleased to share the questionnaire and the accompanying instructions for completion.
As mentioned, the questionnaire seeks to gather information on national ADR frameworks, supervisory arrangements, performance monitoring practices, and recent developments. The information collected will contribute to the preparation of country assessments and support the comparative analysis undertaken as part of the study.
We would be grateful if you could complete and return the questionnaire by 6 August 2026. Your contribution will be invaluable in ensuring that the study accurately reflects national experiences, supervisory practices, and developments across Member States.
Please note that all information provided will be treated in strict confidence and used solely for the purposes of this study. Information will not be attributed to individual respondents or organisations without prior consent. We are also not collecting any personal data.
Should you have any questions regarding the questionnaire or the completion process, please do not hesitate to contact us at [email protected].
Thank you in advance for your support and cooperation.
Kind regards,
Giorgi Reisner | EU Policy Consultant | EY Consulting
EY Consulting BV/SRL
Mobile +32 (0)473490 921 |
[email protected]
From:
FinancialSectorADR
Sent: Wednesday, July 8, 2026 9:10 AM
Cc: Kaja Kazmierska <[email protected]>;
Alessandra Innesti <[email protected]>;
Ana Craciun <[email protected]>;
Antoine Mounier <[email protected]>
Subject: Upcoming Survey – Study to Better Understand the Effectiveness of ADR Schemes in Financial Services
Dear Sir/Madam,
We hope this message finds you well.
We are writing on behalf of EY Belgium, which has been commissioned by the European Commission's Directorate-General for Financial Stability, Financial Services and Capital Markets Union (DG FISMA) to conduct the Study to Better Understand the Effectiveness of ADR Schemes in Financial Services. The study aims to assess how financial services ADR schemes operate across the EU and identify good practices and opportunities for improvement. For your reference, please find attached the endorsement letter signed by DG FISMA in support of this study.
As part of the evidence-gathering phase, we will shortly invite competent authorities responsible for the oversight of ADR bodies in the financial services sector to participate in a questionnaire-based consultation. The questionnaire, which we will provide to you in English and in Word format, seeks to gather information on national ADR frameworks, supervisory arrangements, performance monitoring practices, and recent developments. The information collected will contribute to the preparation of country assessments and support the comparative analysis undertaken as part of the study.
We would greatly appreciate your participation in this exercise. Your contribution will be vital in ensuring that the study accurately reflects national experiences, supervisory practices, and developments across Member States.
Please note that all information provided will be treated in strict confidence. Responses will be used solely for the purposes of this study. Information will not be attributed to individual respondents or organisations without their prior consent. We are also not collecting any personal data.
The questionnaire and the detailed instructions for completion will be shared with you in a separate email shortly.
Should you have any questions in the meantime, please do not hesitate to contact us at [email protected].
Thank you in advance for your support and cooperation.
Kind regards,
Giorgi Reisner
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Giorgi Reisner | EU Policy Consultant | EY Consulting |
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EY Consulting BV/SRL Kouterveldstraat 7b bus 001, 1831 Diegem (Brussels), Belgium |
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Mobile +32 (0)473 490 921 | [email protected] |
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Website: http://www.ey.com/be |
___________________________________
The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. EY is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt.
Email survey – Competent Authorities supervising or overseeing ADR bodies in the financial sector ADR bodies
Thank you for contributing to this study. This questionnaire aims to gather information on the supervision, operation and performance of alternative dispute resolution (ADR) bodies in the financial sector in your Member State. Unless otherwise indicated, please provide information covering all ADR bodies in the financial sector that fall within your authority’s remit, aggregated at national level. Please tick the relevant boxes for multiple-choice questions and provide brief explanations where requested. Where available, please include references to relevant legislation, public reports or websites. If data are unavailable, please indicate this clearly.
1. General information and ADR Coverage
1) Member State: _____________________________________________________________________
2) Name of competent authority: _______________________________________________________
3) Number of ADR bodies in the financial sector currently supervised or overseen by your authority: _________________________________
4) Which financial sectors are covered by these ADR bodies? (Tick all that apply.)
☐Banking/deposits
☐Insurance
☐Investment /securities
☐Payment services /e-money
☐Consumer credit
☐Mortgages
☐Pensions
☐Other (please specify): __________________________________________________________
5) To ensure that we interpret the information provided consistently across Member States, please provide the definitions you use for the following terms:
a) ADR body:___________________________________________________________
b) Complaint received: __________________________________________________
c) Admissible case: _____________________________________________________
d) Closed case: _________________________________________________________
e) Cross-border dispute: _________________________________________________
f) Decision/outcome:____________________________________________________
6) Are there any gaps in ADR coverage in the financial sector in your Member State (for example, particular sectors, products, types of dispute, or geographic areas not covered)?
If yes, please describe: _______________________________________________________
2. Supervisory framework
7) Which of the following activities are part of your authority’s role in relation to ADR bodies? (Tick all that apply.)
☐Authorisation, approval or designation of ADR bodies
☐ Ongoing monitoring, supervision or oversight
☐ Audits, inspections or file reviews
☐ Assessment of performance indicators (KPIs)
☐Handling complaints about ADR bodies
☐Enforcement or corrective measures
☐Other (please specify): __________________________________________________________
8) Does your authority require ADR bodies to submit regular reports or data?
If yes, please indicate what is reported, how often, and in what format:_______________________
9) Are ADR bodies required to publish information on their activities and performance (for example, through annual reports, websites or statistics)?
If yes, please provide details or links, where available: _________________________________________
10) Does your authority require ADR bodies to report on any of the following indicators? (Tick all that apply.)
☐Resolution rate
☐Number of complaints/cases handled
☐Number of admissible cases
☐Number of closed cases
☐Compliance with decisions or outcomes
☐Time taken to resolve cases
☐User satisfaction
☐Number or share of cross-border cases
☐Other (please specify): __________________________________________________________
11) Does your authority have powers to take corrective or enforcement action where an ADR body fails to meet applicable legal or supervisory requirements?
If yes, please describe the available measures and the circumstances in which they may be used. If possible, please provide an anonymised practical example: __________________________________
12) How is ADR integrated into the broader judicial system in your Member State? (Tick all that apply.)
☐ADR bodies are formally recognised or established in legislation.
☐Courts may refer parties to ADR.
☐Courts encourage parties to consider ADR before initiating litigation.
☐ADR outcomes may be recognised or enforced through judicial procedures.
☐ADR outcomes have no formal link with judicial proceedings.
☐Other (please specify): __________________________________________________________
Please explain briefly where the answer differs depending on the ADR body or procedure:______
13) What are the main challenges your authority faces in supervising or overseeing ADR bodies? (Tick all that apply.)
☐Ensuring the independence of ADR bodies
☐Ensuring consistency across ADR bodies
☐Limited availability of data
☐Fragmentation of the ADR landscape
☐Limited resources within the competent authority
☐Legal or procedural uncertainty
☐Limited enforcement or corrective powers
☐Other (please specify): ______________________________________________________
3. Coordination and cross-border aspects
14) Does your authority cooperate with authorities in other Member States on ADR-related issues?
If yes, please briefly describe the forms of cooperation (for example, information exchange, participation in networks, case-related cooperation, or good-practice sharing): ________________
15) Are there specific procedures, protocols or cooperation mechanisms in place for handling cross-border financial disputes by means of ADR?
If yes, please briefly describe: _______________________________________________________
16) Are there any shared databases, case-tracking systems, common guidelines, or good-practice exchange mechanisms relating to ADR?
a) within your Member State?
If yes, please briefly describe: _______________________________________________________
b) with authorities or ADR bodies in other Member States?
If yes, please briefly describe: _______________________________________________________
4. Recourse to ADR
5. Please provide aggregated figures for all financial-sector ADR bodies within your authority’s remit for each of the last five full calendar years. If data are unavailable, please indicate “not available”. If your definitions of the categories below differ from the standard meaning, please explain briefly.
Year
Number of total complaints received
Number of admissible cases
Number of closed cases
2021
2022
2023
2024
2025
17) Overall, how has the use of ADR in the financial sector changed over this period in terms of volume of cases and general recourse by consumers?
Please elaborate on your answer: ____________________________________________________
18) What are the main factors influencing this trend? (Tick all that apply.)
☐Increased consumer awareness
☐Regulatory or legislative changes
☐Digitalisation of services or ADR procedures
☐Increase in specific types of disputes (e.g. fraud)
☐Changes in firms’ internal complaint-handling procedures
☐Market or economic developments
☐Other (please specify): _______________________________________________________
Please elaborate on your answer: ___________________________________________________
6. Cross-border ADR
19) If available, what percentage of ADR cases in the financial sector involved cross-border disputes during the most recent full calendar year?:_________________________________________%
20) What are the main difficulties in handling cross-border cases? (Tick all that apply.)
☐Jurisdiction issues
☐Language barriers
☐Differences in applicable law
☐Difficulties in enforcing outcomes
☐Lack of participation by financial services providers
☐Lack of consumer awareness or accessibility
☐Other (please specify): ________________________________________________________
7. Outcomes of ADR cases
21) In the financial sector in your Member State, ADR outcomes are generally:
Please explain briefly, including the legal effect of ADR outcomes and any consequences of non-compliance: __________________________________________________________________________
8. Compliance and effectiveness
22) Is compliance with decisions or outcomes monitored?
If yes, please briefly describe by whom, how, and how frequently: __________________________
23) If known, what are the main reasons for non-compliance with ADR decisions or outcomes?
Please elaborate on your answer: _______________________________________________________
9. Efficiency
24) What is the average time to resolve a case?: _________________________ days
25) To your knowledge, is the time required to resolve a case a barrier for consumers using ADR?
Please elaborate on your answer: _______________________________________________________
26) Compared to court proceedings, ADR is generally for consumers:
Please elaborate on your answer: _______________________________________________________
27) Are costs a barrier for consumers using ADR?
Please elaborate on your answer: _______________________________________________________
10. Quality and safeguards
28) Are ADR bodies required by law or regulation to have formal safeguards to ensure their independence and impartiality?
Please describe the main safeguards and, if possible, cite the legal basis: ______________________
29) Based on your supervisory or oversight experience, to what extent do you agree with the following statements regarding ADR bodies operating in the financial sector in your Member State? (Please mark with ‘X’ in the table below.)
Fully
To a large extent
To some extent
To a limited extent
Not at all
Don’t know/not applicable
ADR bodies operate independently from financial service providers and other external influences.
ADR bodies handle disputes in an impartial manner.
ADR bodies provide consumers and financial service providers with transparent information on their procedures, decisions and timelines.
Please provide any comments or examples relevant to your ratings:____________________________
11. Looking forward
30) In your view, what are the main areas in which ADR systems in the financial sector could be improved?
_________________________________________________________________________________________
31) Which activity, if any, should be strengthened at EU level in relation to the ADR bodies (e.g. guidance, harmonisation, data collection)?
_______________________________________________________________________________________
32) Which aspects of ADR bodies in the financial sector should remain flexible at national level?
_________________________________________________________________________________________
33) Any additional comments, including data limitations or challenges?
_________________________________________________________________________________________
34) If available, we would be grateful if you could share a link to the most recent report your authority submitted to the European Commission under Article 20 of Directive 2013/11/EU (ADR Directive).
_________________________________________________________________________________________
If the report is not publicly available, we would be grateful if you could share a copy together with the completed questionnaire by email.
Thank you for your contribution!
Thank you for contributing to this study. This questionnaire aims to gather information on the supervision, operation and performance of alternative dispute resolution (ADR) bodies in the financial sector in your Member State. Unless otherwise indicated, please provide information covering all ADR bodies in the financial sector that fall within your authority’s remit, aggregated at national level. Please tick the relevant boxes for multiple-choice questions and provide brief explanations where requested. Where available, please include references to relevant legislation, public reports or websites. If data are unavailable, please indicate this clearly.
1. General information and ADR Coverage
1) Member State: _____________________________________________________________________
2) Name of competent authority: _______________________________________________________
3) Number of ADR bodies in the financial sector currently supervised or overseen by your authority: _________________________________
4) Which financial sectors are covered by these ADR bodies? (Tick all that apply.)
☐Banking/deposits
☐Insurance
☐Investment /securities
☐Payment services /e-money
☐Consumer credit
☐Mortgages
☐Pensions
☐Other (please specify): __________________________________________________________
5) To ensure that we interpret the information provided consistently across Member States, please provide the definitions you use for the following terms:
a) ADR body:___________________________________________________________
b) Complaint received: __________________________________________________
c) Admissible case: _____________________________________________________
d) Closed case: _________________________________________________________
e) Cross-border dispute: _________________________________________________
f) Decision/outcome:____________________________________________________
6) Are there any gaps in ADR coverage in the financial sector in your Member State (for example, particular sectors, products, types of dispute, or geographic areas not covered)?
If yes, please describe: _______________________________________________________
2. Supervisory framework
7) Which of the following activities are part of your authority’s role in relation to ADR bodies? (Tick all that apply.)
☐Authorisation, approval or designation of ADR bodies
☐ Ongoing monitoring, supervision or oversight
☐ Audits, inspections or file reviews
☐ Assessment of performance indicators (KPIs)
☐Handling complaints about ADR bodies
☐Enforcement or corrective measures
☐Other (please specify): __________________________________________________________
8) Does your authority require ADR bodies to submit regular reports or data?
If yes, please indicate what is reported, how often, and in what format:_______________________
9) Are ADR bodies required to publish information on their activities and performance (for example, through annual reports, websites or statistics)?
If yes, please provide details or links, where available: _________________________________________
10) Does your authority require ADR bodies to report on any of the following indicators? (Tick all that apply.)
☐Resolution rate
☐Number of complaints/cases handled
☐Number of admissible cases
☐Number of closed cases
☐Compliance with decisions or outcomes
☐Time taken to resolve cases
☐User satisfaction
☐Number or share of cross-border cases
☐Other (please specify): __________________________________________________________
11) Does your authority have powers to take corrective or enforcement action where an ADR body fails to meet applicable legal or supervisory requirements?
If yes, please describe the available measures and the circumstances in which they may be used. If possible, please provide an anonymised practical example: __________________________________
12) How is ADR integrated into the broader judicial system in your Member State? (Tick all that apply.)
☐ADR bodies are formally recognised or established in legislation.
☐Courts may refer parties to ADR.
☐Courts encourage parties to consider ADR before initiating litigation.
☐ADR outcomes may be recognised or enforced through judicial procedures.
☐ADR outcomes have no formal link with judicial proceedings.
☐Other (please specify): __________________________________________________________
Please explain briefly where the answer differs depending on the ADR body or procedure:______
13) What are the main challenges your authority faces in supervising or overseeing ADR bodies? (Tick all that apply.)
☐Ensuring the independence of ADR bodies
☐Ensuring consistency across ADR bodies
☐Limited availability of data
☐Fragmentation of the ADR landscape
☐Limited resources within the competent authority
☐Legal or procedural uncertainty
☐Limited enforcement or corrective powers
☐Other (please specify): ______________________________________________________
3. Coordination and cross-border aspects
14) Does your authority cooperate with authorities in other Member States on ADR-related issues?
If yes, please briefly describe the forms of cooperation (for example, information exchange, participation in networks, case-related cooperation, or good-practice sharing): ________________
15) Are there specific procedures, protocols or cooperation mechanisms in place for handling cross-border financial disputes by means of ADR?
If yes, please briefly describe: _______________________________________________________
16) Are there any shared databases, case-tracking systems, common guidelines, or good-practice exchange mechanisms relating to ADR?
a) within your Member State?
If yes, please briefly describe: _______________________________________________________
b) with authorities or ADR bodies in other Member States?
If yes, please briefly describe: _______________________________________________________
4. Recourse to ADR
5. Please provide aggregated figures for all financial-sector ADR bodies within your authority’s remit for each of the last five full calendar years. If data are unavailable, please indicate “not available”. If your definitions of the categories below differ from the standard meaning, please explain briefly.
Year
Number of total complaints received
Number of admissible cases
Number of closed cases
2021
2022
2023
2024
2025
17) Overall, how has the use of ADR in the financial sector changed over this period in terms of volume of cases and general recourse by consumers?
Please elaborate on your answer: ____________________________________________________
18) What are the main factors influencing this trend? (Tick all that apply.)
☐Increased consumer awareness
☐Regulatory or legislative changes
☐Digitalisation of services or ADR procedures
☐Increase in specific types of disputes (e.g. fraud)
☐Changes in firms’ internal complaint-handling procedures
☐Market or economic developments
☐Other (please specify): _______________________________________________________
Please elaborate on your answer: ___________________________________________________
6. Cross-border ADR
19) If available, what percentage of ADR cases in the financial sector involved cross-border disputes during the most recent full calendar year?:_________________________________________%
20) What are the main difficulties in handling cross-border cases? (Tick all that apply.)
☐Jurisdiction issues
☐Language barriers
☐Differences in applicable law
☐Difficulties in enforcing outcomes
☐Lack of participation by financial services providers
☐Lack of consumer awareness or accessibility
☐Other (please specify): ________________________________________________________
7. Outcomes of ADR cases
21) In the financial sector in your Member State, ADR outcomes are generally:
Please explain briefly, including the legal effect of ADR outcomes and any consequences of non-compliance: __________________________________________________________________________
8. Compliance and effectiveness
22) Is compliance with decisions or outcomes monitored?
If yes, please briefly describe by whom, how, and how frequently: __________________________
23) If known, what are the main reasons for non-compliance with ADR decisions or outcomes?
Please elaborate on your answer: _______________________________________________________
9. Efficiency
24) What is the average time to resolve a case?: _________________________ days
25) To your knowledge, is the time required to resolve a case a barrier for consumers using ADR?
Please elaborate on your answer: _______________________________________________________
26) Compared to court proceedings, ADR is generally for consumers:
Please elaborate on your answer: _______________________________________________________
27) Are costs a barrier for consumers using ADR?
Please elaborate on your answer: _______________________________________________________
10. Quality and safeguards
28) Are ADR bodies required by law or regulation to have formal safeguards to ensure their independence and impartiality?
Please describe the main safeguards and, if possible, cite the legal basis: ______________________
29) Based on your supervisory or oversight experience, to what extent do you agree with the following statements regarding ADR bodies operating in the financial sector in your Member State? (Please mark with ‘X’ in the table below.)
Fully
To a large extent
To some extent
To a limited extent
Not at all
Don’t know/not applicable
ADR bodies operate independently from financial service providers and other external influences.
ADR bodies handle disputes in an impartial manner.
ADR bodies provide consumers and financial service providers with transparent information on their procedures, decisions and timelines.
Please provide any comments or examples relevant to your ratings:____________________________
11. Looking forward
30) In your view, what are the main areas in which ADR systems in the financial sector could be improved?
_________________________________________________________________________________________
31) Which activity, if any, should be strengthened at EU level in relation to the ADR bodies (e.g. guidance, harmonisation, data collection)?
_______________________________________________________________________________________
32) Which aspects of ADR bodies in the financial sector should remain flexible at national level?
_________________________________________________________________________________________
33) Any additional comments, including data limitations or challenges?
_________________________________________________________________________________________
34) If available, we would be grateful if you could share a link to the most recent report your authority submitted to the European Commission under Article 20 of Directive 2013/11/EU (ADR Directive).
_________________________________________________________________________________________
If the report is not publicly available, we would be grateful if you could share a copy together with the completed questionnaire by email.
Thank you for your contribution!
Email survey – Competent Authorities supervising or overseeing ADR bodies in the financial sector ADR bodies
Thank you for contributing to this study. This questionnaire aims to gather information on the supervision, operation and performance of alternative dispute resolution (ADR) bodies in the financial sector in your Member State. Unless otherwise indicated, please provide information covering all ADR bodies in the financial sector that fall within your authority’s remit, aggregated at national level. Please tick the relevant boxes for multiple-choice questions and provide brief explanations where requested. Where available, please include references to relevant legislation, public reports or websites. If data are unavailable, please indicate this clearly.
1. General information and ADR Coverage
1) Member State: _____________________________________________________________________
2) Name of competent authority: _______________________________________________________
3) Number of ADR bodies in the financial sector currently supervised or overseen by your authority: _________________________________
4) Which financial sectors are covered by these ADR bodies? (Tick all that apply.)
☐Banking/deposits
☐Insurance
☐Investment /securities
☐Payment services /e-money
☐Consumer credit
☐Mortgages
☐Pensions
☐Other (please specify): __________________________________________________________
5) To ensure that we interpret the information provided consistently across Member States, please provide the definitions you use for the following terms:
a) ADR body:___________________________________________________________
b) Complaint received: __________________________________________________
c) Admissible case: _____________________________________________________
d) Closed case: _________________________________________________________
e) Cross-border dispute: _________________________________________________
f) Decision/outcome:____________________________________________________
6) Are there any gaps in ADR coverage in the financial sector in your Member State (for example, particular sectors, products, types of dispute, or geographic areas not covered)?
If yes, please describe: _______________________________________________________
2. Supervisory framework
7) Which of the following activities are part of your authority’s role in relation to ADR bodies? (Tick all that apply.)
☐Authorisation, approval or designation of ADR bodies
☐ Ongoing monitoring, supervision or oversight
☐ Audits, inspections or file reviews
☐ Assessment of performance indicators (KPIs)
☐Handling complaints about ADR bodies
☐Enforcement or corrective measures
☐Other (please specify): __________________________________________________________
8) Does your authority require ADR bodies to submit regular reports or data?
If yes, please indicate what is reported, how often, and in what format:_______________________
9) Are ADR bodies required to publish information on their activities and performance (for example, through annual reports, websites or statistics)?
If yes, please provide details or links, where available: _________________________________________
10) Does your authority require ADR bodies to report on any of the following indicators? (Tick all that apply.)
☐Resolution rate
☐Number of complaints/cases handled
☐Number of admissible cases
☐Number of closed cases
☐Compliance with decisions or outcomes
☐Time taken to resolve cases
☐User satisfaction
☐Number or share of cross-border cases
☐Other (please specify): __________________________________________________________
11) Does your authority have powers to take corrective or enforcement action where an ADR body fails to meet applicable legal or supervisory requirements?
If yes, please describe the available measures and the circumstances in which they may be used. If possible, please provide an anonymised practical example: __________________________________
12) How is ADR integrated into the broader judicial system in your Member State? (Tick all that apply.)
☐ADR bodies are formally recognised or established in legislation.
☐Courts may refer parties to ADR.
☐Courts encourage parties to consider ADR before initiating litigation.
☐ADR outcomes may be recognised or enforced through judicial procedures.
☐ADR outcomes have no formal link with judicial proceedings.
☐Other (please specify): __________________________________________________________
Please explain briefly where the answer differs depending on the ADR body or procedure:______
13) What are the main challenges your authority faces in supervising or overseeing ADR bodies? (Tick all that apply.)
☐Ensuring the independence of ADR bodies
☐Ensuring consistency across ADR bodies
☐Limited availability of data
☐Fragmentation of the ADR landscape
☐Limited resources within the competent authority
☐Legal or procedural uncertainty
☐Limited enforcement or corrective powers
☐Other (please specify): ______________________________________________________
3. Coordination and cross-border aspects
14) Does your authority cooperate with authorities in other Member States on ADR-related issues?
If yes, please briefly describe the forms of cooperation (for example, information exchange, participation in networks, case-related cooperation, or good-practice sharing): ________________
15) Are there specific procedures, protocols or cooperation mechanisms in place for handling cross-border financial disputes by means of ADR?
If yes, please briefly describe: _______________________________________________________
16) Are there any shared databases, case-tracking systems, common guidelines, or good-practice exchange mechanisms relating to ADR?
a) within your Member State?
If yes, please briefly describe: _______________________________________________________
b) with authorities or ADR bodies in other Member States?
If yes, please briefly describe: _______________________________________________________
4. Recourse to ADR
5. Please provide aggregated figures for all financial-sector ADR bodies within your authority’s remit for each of the last five full calendar years. If data are unavailable, please indicate “not available”. If your definitions of the categories below differ from the standard meaning, please explain briefly.
Year
Number of total complaints received
Number of admissible cases
Number of closed cases
2021
2022
2023
2024
2025
17) Overall, how has the use of ADR in the financial sector changed over this period in terms of volume of cases and general recourse by consumers?
Please elaborate on your answer: ____________________________________________________
18) What are the main factors influencing this trend? (Tick all that apply.)
☐Increased consumer awareness
☐Regulatory or legislative changes
☐Digitalisation of services or ADR procedures
☐Increase in specific types of disputes (e.g. fraud)
☐Changes in firms’ internal complaint-handling procedures
☐Market or economic developments
☐Other (please specify): _______________________________________________________
Please elaborate on your answer: ___________________________________________________
6. Cross-border ADR
19) If available, what percentage of ADR cases in the financial sector involved cross-border disputes during the most recent full calendar year?:_________________________________________%
20) What are the main difficulties in handling cross-border cases? (Tick all that apply.)
☐Jurisdiction issues
☐Language barriers
☐Differences in applicable law
☐Difficulties in enforcing outcomes
☐Lack of participation by financial services providers
☐Lack of consumer awareness or accessibility
☐Other (please specify): ________________________________________________________
7. Outcomes of ADR cases
21) In the financial sector in your Member State, ADR outcomes are generally:
Please explain briefly, including the legal effect of ADR outcomes and any consequences of non-compliance: __________________________________________________________________________
8. Compliance and effectiveness
22) Is compliance with decisions or outcomes monitored?
If yes, please briefly describe by whom, how, and how frequently: __________________________
23) If known, what are the main reasons for non-compliance with ADR decisions or outcomes?
Please elaborate on your answer: _______________________________________________________
9. Efficiency
24) What is the average time to resolve a case?: _________________________ days
25) To your knowledge, is the time required to resolve a case a barrier for consumers using ADR?
Please elaborate on your answer: _______________________________________________________
26) Compared to court proceedings, ADR is generally for consumers:
Please elaborate on your answer: _______________________________________________________
27) Are costs a barrier for consumers using ADR?
Please elaborate on your answer: _______________________________________________________
10. Quality and safeguards
28) Are ADR bodies required by law or regulation to have formal safeguards to ensure their independence and impartiality?
Please describe the main safeguards and, if possible, cite the legal basis: ______________________
29) Based on your supervisory or oversight experience, to what extent do you agree with the following statements regarding ADR bodies operating in the financial sector in your Member State? (Please mark with ‘X’ in the table below.)
Fully
To a large extent
To some extent
To a limited extent
Not at all
Don’t know/not applicable
ADR bodies operate independently from financial service providers and other external influences.
ADR bodies handle disputes in an impartial manner.
ADR bodies provide consumers and financial service providers with transparent information on their procedures, decisions and timelines.
Please provide any comments or examples relevant to your ratings:____________________________
11. Looking forward
30) In your view, what are the main areas in which ADR systems in the financial sector could be improved?
_________________________________________________________________________________________
31) Which activity, if any, should be strengthened at EU level in relation to the ADR bodies (e.g. guidance, harmonisation, data collection)?
_______________________________________________________________________________________
32) Which aspects of ADR bodies in the financial sector should remain flexible at national level?
_________________________________________________________________________________________
33) Any additional comments, including data limitations or challenges?
_________________________________________________________________________________________
34) If available, we would be grateful if you could share a link to the most recent report your authority submitted to the European Commission under Article 20 of Directive 2013/11/EU (ADR Directive).
_________________________________________________________________________________________
If the report is not publicly available, we would be grateful if you could share a copy together with the completed questionnaire by email.
Thank you for your contribution!
Thank you for contributing to this study. This questionnaire aims to gather information on the supervision, operation and performance of alternative dispute resolution (ADR) bodies in the financial sector in your Member State. Unless otherwise indicated, please provide information covering all ADR bodies in the financial sector that fall within your authority’s remit, aggregated at national level. Please tick the relevant boxes for multiple-choice questions and provide brief explanations where requested. Where available, please include references to relevant legislation, public reports or websites. If data are unavailable, please indicate this clearly.
1. General information and ADR Coverage
1) Member State: _____________________________________________________________________
2) Name of competent authority: _______________________________________________________
3) Number of ADR bodies in the financial sector currently supervised or overseen by your authority: _________________________________
4) Which financial sectors are covered by these ADR bodies? (Tick all that apply.)
☐Banking/deposits
☐Insurance
☐Investment /securities
☐Payment services /e-money
☐Consumer credit
☐Mortgages
☐Pensions
☐Other (please specify): __________________________________________________________
5) To ensure that we interpret the information provided consistently across Member States, please provide the definitions you use for the following terms:
a) ADR body:___________________________________________________________
b) Complaint received: __________________________________________________
c) Admissible case: _____________________________________________________
d) Closed case: _________________________________________________________
e) Cross-border dispute: _________________________________________________
f) Decision/outcome:____________________________________________________
6) Are there any gaps in ADR coverage in the financial sector in your Member State (for example, particular sectors, products, types of dispute, or geographic areas not covered)?
If yes, please describe: _______________________________________________________
2. Supervisory framework
7) Which of the following activities are part of your authority’s role in relation to ADR bodies? (Tick all that apply.)
☐Authorisation, approval or designation of ADR bodies
☐ Ongoing monitoring, supervision or oversight
☐ Audits, inspections or file reviews
☐ Assessment of performance indicators (KPIs)
☐Handling complaints about ADR bodies
☐Enforcement or corrective measures
☐Other (please specify): __________________________________________________________
8) Does your authority require ADR bodies to submit regular reports or data?
If yes, please indicate what is reported, how often, and in what format:_______________________
9) Are ADR bodies required to publish information on their activities and performance (for example, through annual reports, websites or statistics)?
If yes, please provide details or links, where available: _________________________________________
10) Does your authority require ADR bodies to report on any of the following indicators? (Tick all that apply.)
☐Resolution rate
☐Number of complaints/cases handled
☐Number of admissible cases
☐Number of closed cases
☐Compliance with decisions or outcomes
☐Time taken to resolve cases
☐User satisfaction
☐Number or share of cross-border cases
☐Other (please specify): __________________________________________________________
11) Does your authority have powers to take corrective or enforcement action where an ADR body fails to meet applicable legal or supervisory requirements?
If yes, please describe the available measures and the circumstances in which they may be used. If possible, please provide an anonymised practical example: __________________________________
12) How is ADR integrated into the broader judicial system in your Member State? (Tick all that apply.)
☐ADR bodies are formally recognised or established in legislation.
☐Courts may refer parties to ADR.
☐Courts encourage parties to consider ADR before initiating litigation.
☐ADR outcomes may be recognised or enforced through judicial procedures.
☐ADR outcomes have no formal link with judicial proceedings.
☐Other (please specify): __________________________________________________________
Please explain briefly where the answer differs depending on the ADR body or procedure:______
13) What are the main challenges your authority faces in supervising or overseeing ADR bodies? (Tick all that apply.)
☐Ensuring the independence of ADR bodies
☐Ensuring consistency across ADR bodies
☐Limited availability of data
☐Fragmentation of the ADR landscape
☐Limited resources within the competent authority
☐Legal or procedural uncertainty
☐Limited enforcement or corrective powers
☐Other (please specify): ______________________________________________________
3. Coordination and cross-border aspects
14) Does your authority cooperate with authorities in other Member States on ADR-related issues?
If yes, please briefly describe the forms of cooperation (for example, information exchange, participation in networks, case-related cooperation, or good-practice sharing): ________________
15) Are there specific procedures, protocols or cooperation mechanisms in place for handling cross-border financial disputes by means of ADR?
If yes, please briefly describe: _______________________________________________________
16) Are there any shared databases, case-tracking systems, common guidelines, or good-practice exchange mechanisms relating to ADR?
a) within your Member State?
If yes, please briefly describe: _______________________________________________________
b) with authorities or ADR bodies in other Member States?
If yes, please briefly describe: _______________________________________________________
4. Recourse to ADR
5. Please provide aggregated figures for all financial-sector ADR bodies within your authority’s remit for each of the last five full calendar years. If data are unavailable, please indicate “not available”. If your definitions of the categories below differ from the standard meaning, please explain briefly.
Year
Number of total complaints received
Number of admissible cases
Number of closed cases
2021
2022
2023
2024
2025
17) Overall, how has the use of ADR in the financial sector changed over this period in terms of volume of cases and general recourse by consumers?
Please elaborate on your answer: ____________________________________________________
18) What are the main factors influencing this trend? (Tick all that apply.)
☐Increased consumer awareness
☐Regulatory or legislative changes
☐Digitalisation of services or ADR procedures
☐Increase in specific types of disputes (e.g. fraud)
☐Changes in firms’ internal complaint-handling procedures
☐Market or economic developments
☐Other (please specify): _______________________________________________________
Please elaborate on your answer: ___________________________________________________
6. Cross-border ADR
19) If available, what percentage of ADR cases in the financial sector involved cross-border disputes during the most recent full calendar year?:_________________________________________%
20) What are the main difficulties in handling cross-border cases? (Tick all that apply.)
☐Jurisdiction issues
☐Language barriers
☐Differences in applicable law
☐Difficulties in enforcing outcomes
☐Lack of participation by financial services providers
☐Lack of consumer awareness or accessibility
☐Other (please specify): ________________________________________________________
7. Outcomes of ADR cases
21) In the financial sector in your Member State, ADR outcomes are generally:
Please explain briefly, including the legal effect of ADR outcomes and any consequences of non-compliance: __________________________________________________________________________
8. Compliance and effectiveness
22) Is compliance with decisions or outcomes monitored?
If yes, please briefly describe by whom, how, and how frequently: __________________________
23) If known, what are the main reasons for non-compliance with ADR decisions or outcomes?
Please elaborate on your answer: _______________________________________________________
9. Efficiency
24) What is the average time to resolve a case?: _________________________ days
25) To your knowledge, is the time required to resolve a case a barrier for consumers using ADR?
Please elaborate on your answer: _______________________________________________________
26) Compared to court proceedings, ADR is generally for consumers:
Please elaborate on your answer: _______________________________________________________
27) Are costs a barrier for consumers using ADR?
Please elaborate on your answer: _______________________________________________________
10. Quality and safeguards
28) Are ADR bodies required by law or regulation to have formal safeguards to ensure their independence and impartiality?
Please describe the main safeguards and, if possible, cite the legal basis: ______________________
29) Based on your supervisory or oversight experience, to what extent do you agree with the following statements regarding ADR bodies operating in the financial sector in your Member State? (Please mark with ‘X’ in the table below.)
Fully
To a large extent
To some extent
To a limited extent
Not at all
Don’t know/not applicable
ADR bodies operate independently from financial service providers and other external influences.
ADR bodies handle disputes in an impartial manner.
ADR bodies provide consumers and financial service providers with transparent information on their procedures, decisions and timelines.
Please provide any comments or examples relevant to your ratings:____________________________
11. Looking forward
30) In your view, what are the main areas in which ADR systems in the financial sector could be improved?
_________________________________________________________________________________________
31) Which activity, if any, should be strengthened at EU level in relation to the ADR bodies (e.g. guidance, harmonisation, data collection)?
_______________________________________________________________________________________
32) Which aspects of ADR bodies in the financial sector should remain flexible at national level?
_________________________________________________________________________________________
33) Any additional comments, including data limitations or challenges?
_________________________________________________________________________________________
34) If available, we would be grateful if you could share a link to the most recent report your authority submitted to the European Commission under Article 20 of Directive 2013/11/EU (ADR Directive).
_________________________________________________________________________________________
If the report is not publicly available, we would be grateful if you could share a copy together with the completed questionnaire by email.
Thank you for your contribution!