The Client may file a complaint against the bank by registered letter with return receipt, fax, email or certified email (PEC) to the following address:
The complaint must include details of the complainant (i.e. name, last name, telephone and email), the grounds on which the complaint is based, the complainant’s signature or any additional element allowing for the definite identification of the Client.
The bank shall reply within 60 days from the receipt of the complaint.
If the bank does not reply within such term, or if the reply is completely or partially unsatisfactory for the Client or indeed if the bank accepts the complaint but nevertheless remains non-compliant, the Client may file a complaint with the Banking and Financial Ombudsman (Arbitro Bancario e Finanziario – ABF).
For further details on how to file a complaint with the ABF and its tasks, please visit the website www.arbitrobancariofinanziario.it, request information at the branches of the Bank of Italy or ask the bank. ABF’s decision does not jeopardise the opportunity for the Client to complain to Bank of Italy or to file with the judicial authority.
For additional information, the following links are available to the Client:
In order to comply with mandatory mediation obligations pursuant to Legislative Decree No. 28 of the 4th of March 2010, before filing a complaint with the judicial courts, the Client and the bank shall follow the mediation procedures, as a procedural condition, by filing a prior complaint with:
a) The Organismo di Conciliazione Bancaria set up by the Conciliatore Bancario Finanziario – Associazione per la soluzione delle controversie bancarie, finanziarie e societarie – ADR (www.conciliatorebancario.it, where you can find its Rules of Management), or
b) Any of the mediation bodies specialised on banking and financial matters officially registered with the Ministry of Justice.
The procedural condition set forth in the applicable laws and regulations is satisfied if the Client has carried out the procedures as described above with the ABF.
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