Successful conciliation procedure
1
INTRODUCTION
At the beginning, the mediators will explain the process and their own role during the conciliation procedure.
2
CLARIFICATION
Afterwards, the task is clarified and information and topics are collected from both parties.
3
SOLUTION SEARCH
What follows is an open and creative search for solutions as well as their evaluation, selection and additional negotiations.
4
AGREEMENT
The mediators reach a viable agreement for both parties and conclude the procedure.
Initiate a conciliation procedure
By completing the form, you are taking the first step towards initiating the conciliation procedure. As soon as we have received your information, we will contact you.
Framework conditions of a conciliation procedure
Our guidelines
Our ombudsman service for financial service providers understands conciliation as an out-of-court dispute resolution procedure in which mediators support the parties involved in the conflict in resolving their conflict amicably. On this page you will find information on the mediation process and our positioning as an ombudsman service.
Costs of a conciliation procedure
The procedureis generally free of charge for customers of financial service providers. For financial service providers, the costs are defined in our fee and cost regulation.
NEUTRAL POSITION
The mediators have no decision-making authority. The parties themselves decide on the possibilities and results. The mediators, as a neutral instance, promote the development of solutions, are equally committed to all parties, independent of interests and ensure a fair, transparent and efficient conciliation procedure. They support the parties involved in achieving a solution that is satisfactory for both sides and in line with their interests.
PRIVACY
The conciliation procedure is based on the confidentiality of the information and findings received. All important and useful information should be disclosed by both parties. The parties have no right to inspect the correspondence between the ombudsman service and the other party. Statements made by the parties within the framework of the conciliation procedure and correspondence between one party and the ombudsman service may not be used in any other procedure.