Claims may be submitted to the Bank, also by registered letter with return receipt or by electronic means to the complaints department:
The Bank must respond within 15 days of receipt if complaint relates to a payment provisions; within 30 days of receipt in case of complaints about banking and financial products and services; within 90 days in case of complaints about investment services.
Should the customer not be satisfied with the reply or not have received a reply within the term of 15 days or 30 days or 90 days as the case may be, it may lodge a claim with one of the following ADR – alternative dispute resolution systems:
- the Banking and Financial Arbitrator (“Arbitro Bancario Finanziario” or “ABF”). Information about how to contact the Arbitrator and the scope of his jurisdiction is available on the website www.arbitrobancariofinanziario.it, or can be asked at the branches of the Bank of Italy; the “guide on ABF” is published also on this website in Italian language;
- the Arbitrator for Financial Claims (“Arbitro per le controversie finanziarie or “ACF”), instituted at Consob, pursuant to D.lgs. 179/2007, only for claims concerning investment services. Information about how to contact the Arbitrator and the scope of his jurisdiction are available on the website www.acf.consob.it; the “guide on ACF” is published also on this website in Italian language.
The Bank further informs that – for the purposes of compliance with the provisions of obligatory mediation stated in Italian Legislative Decree no. 28 of 4 March 2010 - before applying to the judicial authorities the customer and the Bank must undertake mediation, as a condition of being able to proceed to legal action, by applying:
- to the Banking Conciliation Body consisting of the Banking and Financial Conciliator - at the Association for the resolution of banking, financial and corporate disputes (www.conciliatorebancario.it, where the Regulations concerned may be viewed);
- to one of the other mediation bodies, specialized in banking and financial matters, registered in the appropriate register held by the Ministry of Justice.
The condition for proceeding to legal action in the aforementioned legislation is considered carried out where the customer has undertaken the proceedings at the ABF or the ACF.
Here below are available - in Italian language only - the following documents