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The official site of Italy's central bank
The service makes it possible to report irregular or improper actions by banks and financial intermediaries to the Bank of Italy. The Bank examines the complaints received; it can verify whether the transparency and correctness requirements have been violated and then intervene. The Bank responds to the person lodging the complaint, calls on the bank or financial intermediary to respond as fully, accurately and promptly as possible, and finally verifies the response. The complaints enable the Bank of Italy to monitor bank-customer relations and adapt regulations as necessary.
Anyone.
Complaints can be submitted by post, certified e-mail or fax to any branch of the Bank of Italy or delivered in person. Response time is shorter if the branch is that in whose territory the intermediary is headquartered.
The Bank of Italy pays close attention to intermediaries' relations with their customers and requires that their conduct be transparent and correct. The Bank examines complaints and responds, while checking that the intermediary also gives an adequate and prompt answer, but it cannot decide on the questions raised. The final decision on the merits of each case, unless an agreement has been reached, is up to the judicial authorities.
However, a lawsuit is not the only way to settle a dispute. The first step is to lodge the complaint with the bank or intermediary, which must respond within 30 days. If it does not, or if you are not satisfied with the response, you can appeal to the Banking and Financial Ombudsman (ABF), which rules rapidly and very economically. Only after appealing to the Arbiter can you take the case to the courts.
Important notice: Complaints about investment services must be addressed to the Stock Exchange Commission (Consob), complaints involving insurance services to the insurance supervisory ISVAP, and complaints concerning pensions to the pension fund oversight authority COVIP.