Artificial intelligence (AI): opportunities and risks for the Swiss Banking Ombudsman
- Further increase in queries and requests for mediation
- Fraud still the biggest problem cause
- Artificial intelligence (AI) – opportunities and risks
Zurich, 19 May 2026 – At its annual press conference for 2025, the Swiss Banking Ombudsman draws a positive conclusion: « Despite more queries and requests for mediation, particularly relating to fraud cases, all cases were processed within normal timeframes and with our usual quality, » says Andreas Barfuss.
Increase in queries and requests for mediation
The Ombudsman dealt with and closed a total of 2,575 cases during this reporting year: 1,495 oral complaints (down by -5%) and 1,080 written ones (up by +20%). The vast majority were clarified directly with the client and resolved. In 319 cases the Ombudsman had to intervene at a financial institution; he made concrete recommendations in 174 of these cases. In as many as 98% of them the financial institution followed his recommendations and accommodated the clients. « The fact that our recommendations have been so well received by financial institutions underscores our expertise and demonstrates the banks’ willingness to compromise » comments Andreas Barfuss.
Fraud remains biggest cause
« The Ombudsman has been strongly confronted with fraud for several years now and this trend is continuing » regrets Andreas Barfuss. Cases involving phishing remain very common as attacks usually start on the client side so information and prevention for clients remain key.
Artificial intelligence (AI) offers risks and opportunities – also for the Banking Ombudsman
The trend towards ever more cases is continuing and presents a major challenge for the Ombudsman’s office from a resources’ perspective. AI-based solutions could make the process used by the Ombudsman’s office scalable and thus more resilient to fluctuations in case numbers. « Thanks to our lean organisation, manageable processes and large existing database we’re well placed to exploit the potential offered by artificial intelligence » comments Andreas Barfuss adding « we’ve only just started this development; there are still many questions to be answered ».
At the same time, customers have also discovered artificial intelligence and are increasingly submitting complaints that were obviously written with AI support. On one hand it is good if this makes it easier for clients to submit a complaint; on the other hand, these AI-generated documents present numerous challenges for our team. Andreas Barfuss says: « The texts are surprisingly well written but often weak in terms of the arguments – particularly when claims are derived from foreign or inapplicable law ». The use of artificial intelligence thus frequently raises unrealistic expectations among clients which increases conflict potential.
Media Release
Annual report 2025 (German)
Annual report 2025 (French)
2025 in brief
Images Andreas Barfuss