The law on the protection of savings requires banks to adhere to mechanisms for the out-of-court settlement of disputes. The rules governing the procedures and the composition of the decision-making body will build on the experience gained with the banking ombudsman; they will adopt an approach based on self-regulation by intermediaries and careful consideration of customers’ claims and interests.
No formal guarantee can be effective if the persons concerned do not have appropriate instruments for making evaluations. If savers are to be able to find their way among so many different and complex financial products, they will need to have an adequate and up-to-date financial culture. The initiatives undertaken in this field are only a start.