The figures highlight the growing role of alternative dispute resolution (ADR) mechanisms, designed to facilitate out-of-court settlements between consumers and financial service providers, including insurers.
According to Dr. Michał Ziemiak, Poland’s Financial Ombudsman, the initiative has played an important role in strengthening trust in the financial sector.
“After ten years, I can confidently say that our work in the area of amicable dispute resolution contributes to increasing trust in the market. When the public knows that there is a possibility to resolve even the most difficult disputes in an ethical way, the credibility of the entire financial sector grows,” he said.
Thousands of cases reviewed
During the past decade, the Ombudsman’s experts have issued nearly 12,000 legal opinions, providing impartial assessments of disputes and the potential risks of pursuing litigation in court.
These opinions often help both parties better understand their legal position and encourage negotiated settlements. As a result, almost 3,400 cases ended with an agreement, allowing consumers to obtain compensation without lengthy court proceedings.
ADR mechanisms gaining importance across CEE
Alternative dispute resolution mechanisms have become increasingly important across Central and Eastern Europe, particularly following the implementation of EU rules encouraging out-of-court settlement of consumer disputes.
In many markets, supervisory authorities or specialized ombudsman institutions play a central role. For example, Romania’s Financial Supervisory Authority (ASF) supports dispute resolution through the SAL-FIN centre, while other countries such as Czechia, Hungary and Slovakia have developed mediation or arbitration structures linked to financial regulators or consumer protection bodies. These mechanisms aim to reduce court congestion, speed up claims settlement and improve trust in the financial sector, particularly in insurance, where disputes often concern claims payments or policy interpretation.
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