Consumer protection in the banking and financial sectors: the role of Banca d'Italia

1-2 and 3 December 2026

This webinar provides an overview of the Italian framework for the protection of banking and financial customers and focuses on the role of Banca d'Italia. It presents Banca d'Italia's activities, illustrating how regulation, conduct supervision, complaint handling, alternative dispute resolution and financial education contribute to an integrated approach to customer protection. The programme examines the regulatory framework on transparency and fairness, the methodology and tools used in conduct supervision, as well as inspections and administrative sanctions. It also explores Banca d'Italia's role in handling customer complaints and in supporting the Banking and Financial Ombudsman (ABF), highlighting the main trends emerging from complaints and ABF decisions. The final session focuses on financial education as a pillar of consumer empowerment.