Alternative Dispute Resolution – ADR
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About ADR service provider
The out-of-court body dealing with disputes between consumers and traders/financial services providers has been set up under the aegis of Združenje bank Slovenije (Bank Association of Slovenia) to resolve disputes by the use of mediation. The mediator and the deputies mediator are appointed by the director of the Bank Association of Slovenia for a four-year term of office following a consultation period in which the proposal with the nominees’ names is circulated for consideration to consumer organisations with a view to obtaining their non-binding opinion.
The out-of-court body dealing with disputes between consumers and traders/financial services providers has been set up under the aegis of Združenje bank Slovenije (Bank Association of Slovenia) to resolve disputes by the use of mediation. The mediator and the deputy mediator are appointed by the director of the Bank Association of Slovenia for a four-year term of office following a consultation period in which the proposal with the nominees’ names is circulated for consideration to consumer organisations with a view to obtaining their non-binding opinion.
The date of entry in the Register of ADR service providers: The Ministry of Economic Development and Technology Decision No. 323-44/2016 from 1 August 2016.
At present, the Association in its capacity as the dispute resolution body for out-of-court resolution of consumer disputes does not participate in any network for out-of-court settlement of cross-border consumer disputes that operate in the European Union.
Združenje bank Slovenije – GIZ, Ljubljana
Šubičeva 2, SI – 1000 Ljubljana
Phone: +386 (0)1 24 29 700
izvajalec.irps@zbs-giz.si
Registered at the Ljubljana District Court.
Registration number: 5003920
Share capital: 0
Tax number: 94705631
Application instructions
How to submit an application?
The request in writing to initiate the out-of-court resolution procedure shall comprise the following information:
- First name and surname;
- Full address;
- e-mail address;
- information regarding the financial services provider/trader;
- evidence to prove that a complaint was submitted to the financial services provider/trader and the reply received (if any);
- the statement to confirm that no complaint is being considered by another dispute resolution body, an administrative body or by a court;
- the facts in relation to the alleged breach committed by the provider of financial service/trader;
- the proposed evidence on which the complaint/request for out-of-court resolution of the dispute/ADR procedure is grounded.
The consumer’s request to initiate the out-of-court resolution procedure may be lodged submitted through the Association’s website www.zbs-giz.si, by ordinary mail to the address: Združenje bank Slovenije – GIZ, Ljubljana, Šubičeva ulica 2, SI – 1000 Ljubljana, Slovenia, ‘Pobuda za IRPS – Request for ADR’, or by electronic mail sent to: izvajalec.irps@zbs-giz.si The request filed shall be in the Slovenian language. The request may also be filed in the English language; the procedure, however, shall be conducted in the Slovenian language.
Duration
The consumer may withdraw from the procedure at any time, whereas the participation in the procedure is compulsory for the financial services provider/trader. The out-of-court proceedings for consumer dispute resolution shall be conducted as the oral or written procedure. The average duration of the procedure is 60 to 90 days.
The mediator assisting in a dispute shall strive to reach a consensual settlement of the dispute between the consumer and the financial services provider/trader. If the mediation does not for out-of-court give rise to an agreement, the mediator shall issue a non-binding opinion in writing regarding the contentious relationship to be delivered only to the parties to the out-of-court resolution of consumer disputes (ADR procedure).
The procedure shall be considered terminated after the occurrence of:
- the consumer has withdrawn the request to initiate the ADR procedure or
- the consumer has received the notification in writing with the opinion referred to in the second paragraph of Article 14 of the Rules.
The annual lump sum contributed by a financial services provider/trader, which is not a member of the Bank Association, has been determined in the range between 2,400.00 and 6,000.00 euros; the exact amount shall be agreed by the dispute resolution body for out-of-court resolution of consumer disputes and the financial services provider/trader in a contract by taking into consideration the size of the financial services provider/trader and the envisaged number of disputes. The Bank Association and the financial services provider/trader may also agree to a lower amount by taking into consideration the complexity and the envisaged number of disputes, as well as the time dedicated to dispute resolution.
Useful links
List of financial services providers/traders who have chosen the Bank Association of Slovenia as their dispute resolution body for out-of-court resolution of consumer disputes
The Rules of Procedure for out-of-court resolution of consumer disputes at the Bank Association of Slovenia
The Code of Ethical Standards of the Bank Association of Slovenia for Conducting ADR procedures
List of ADR service providers
European platform for on-line resolution of cross-border consumer disputes. Alternative and Online Dispute Resolution (ADR/ODR)