The Banking Agency of the Federation of Bosnia and Herzegovina reported that its banking system ombudsmen, Lejla Smajović and Ana Papac, presented the ombudsman institution’s approach to accessibility at the International Network of Financial Services Ombudsman Schemes annual conference in Malta, held from Oct. 4 to 7. They outlined how financial services users can access rights protection and shared practical experience in handling banking complaints and requests. The conference also examined challenges facing financial ombudsman institutions, including the use of artificial intelligence, complaints generated with AI tools, fraud and other forms of financial crime. Participants exchanged practices concerning institutional independence, clear mandates, accessibility, efficiency, fairness, transparency and accountability.
Banking Agency of the Federation of Bosnia and Herzegovina ombudsmen share approaches to accessibility and AI related complaints
The Banking Agency of the Federation of Bosnia and Herzegovina’s banking system ombudsmen presented their approach to accessibility and handling customer complaints at the INFO Network annual conference. Discussions also covered AI generated complaints, fraud, financial crime and standards for effective ombudsman institutions.