Office of the Ombudsman

A resource for your issues, concerns, or problems

In essence, an ombudsman's role is to act as an impartial, confidential, and independent source of assistance in the resolution of an organization's challenges and those of the customers the organization serves. To provide that assistance, the Office enjoys the full support and confidence of FINRA's top management and the Audit Committee of the Board of Governors. The ombudsman has the authority to look into any situation, to review any pertinent documents, and to meet with and discuss the situation with anyone having knowledge of the matter before him.

The Office was not created to replace the already existing FINRA programs of adjudication, Dispute Resolution, Internal Review, and other internal processes. In fact, where established procedures currently exist regarding the application of rules, policies, procedures, or interpretations, the Ombudsman will direct the complaint to the appropriate office, department, or organization. The Ombudsman will attempt to assist you in identifying several options for resolving your concern, even if the Ombudsman's Office does not become directly involved in the matter.

If you have a problem that involves FINRA, the Ombudsman is available to help you in a variety of ways by: 

• listening to complaints, concerns, problems, and issues;
  
  
• helping you candidly identify, understand, and discuss your concerns, and explore and evaluate available options;
  
  
• clarifying decisions, policies, and practices;
  
  
• referring callers to the appropriate resources;
  
  
• creating access to the appropriate information and opening the channels of communication;
  
  
• acting as an alternate channel of communication to management;
  
  
• identifying actions and policies that ensure established policies and practices are functioning properly and equitably; and
  
  
• taking objective action to resolve matters that fall outside the established forums and procedures.

• Confidential
  Confidentiality is the cornerstone of our practice—your identity, and the matters you bring to our attention, are completely protected. When you contact our office, you can expect to talk to someone who will listen attentively to your concerns. The Ombudsman, as a designated neutral party, has the mandate of maintaining strict confidentiality concerning matters that are brought to our attention unless given explicit permission to do otherwise. All conversations between you and the Office of the Ombudsman are considered confidential, with the exception of matters where there appears to be an imminent threat of physical harm.
  
  
• Neutral
  As a neutral party, the Ombudsman does not take sides on any issues brought to its attention, but considers the interests and concerns of all parties to a situation, with the objective of achieving fair outcomes. While the Ombudsman may serve as a mediator when requested, the Ombudsman does not arbitrate, adjudicate, testify, or participate in any formal grievance process. Neutrality is the object of the Ombudsman and carrying out that role demands fairness, objectivity, impartiality, and even-handedness despite personal preferences.

The Ombudsman may serve in the role of an informal third party and conduct shuttle diplomacy to resolve a problem. The Ombudsman may negotiate settlements in disputes and make recommendations for changes or the initiation of new policies, rules, and administrative processes as appropriate. This is achieved by bringing issues to the attention of those with authority to address these concerns. Our primary objective is to be an advocate for fair processes and fair administration.

• Informal
  The Office of the Ombudsman will assist in matters you would like to explore "off the record." The Office is not part of FINRA's management structure and therefore does not make policy, make management decisions, or conduct formal investigations.

When you contact our office, you can expect to talk to someone who will listen attentively to your concerns, assist you in clarifying your issues and/or concerns, and help you develop options.

• Independent
  The Ombudsman functions independent of line management. Its reporting relationship is with the highest authority in the company. It reports directly to the Audit Committee of the Board of Governors. It provides information on the development of trends resulting from complaints and immediately informs them of any matter that may potentially have a significant adverse affect of FINRA. Accordingly, notice to the Ombudsman is not considered notice to FINRA.
  
  
• An Alternate Communication Channel
  If you wish to relay a concern to management and do not want to be identified as the source, the Ombudsman will do it for you.

The staff of the FINRA Ombudsman Office are members of The Ombudsman Association and adhere to The Ombudsman's Association Code of Ethics and Standards of Practice.