Complaints

One of the instruments provided by Banca d'Italia for the individual protection of customers of banks and financial institutions is the management of complaints.

Customers can submit a complaint to Banca d'Italia to report conduct that they consider to be irregular or unfair in the provision of banking and financial products, such as deposits, loans and payment services. Complaints can be filed by means of a guided process on Banca d'Italia's platform Online Services for the Public, which can be accessed from any electronic device in a secure manner.

When Banca d'Italia receives a complaint, through the competent branch office, it invites the intermediary to examine the issues raised and to respond directly to the customer, thereby fostering dialogue between the parties. Banca d'Italia also provides feedback to the complainant in order to help them properly understand the issues raised.

If the complaint concerns matters falling within the competence of another authority, Banca d'Italia forwards it to that authority (if it is not already included among the recipients) and informs the complainant that the matter have been forwarded.

Banca d'Italia cannot directly deal with the merits of contractual issues or business assessments on the entrepreneurial autonomy of institutions, nor can it disclose the results of investigations conducted or any supervisory initiatives that may have been initiated.

If customers want to obtain a decision on the dispute, they can apply to the ABF after they have made a complaint to the financial institution. They can also file a suit through the law courts in the usual way.

These complaints make an important contribution to Banca d'Italia's actions in the field of individual customer protection. The analysis of the complaints received and the information that they provide enable Banca d'Italia to identify specific customer protection needs, enriching the information available to the supervisory authorities and contributing to decisions on the action to be taken. The complaints may also highlight gaps in the legislation and aspects that can be improved, as well as issues that require an increased level of knowledge and awareness on the part of the users of banking and financial services to be achieved through financial education initiatives.

Banca d'Italia reports on its management of complaints by providing a general account of the analyses carried out in its 'Activity and Sustainability Report', and more detailed information in its 'Report on the management of complaints from customers of banks and financial companies'.

Further information

Call our toll-free phone number 800 19 69 69 for more information on how to submit a complaint to Banca d'Italia and on other services provided by Banca d'Italia.

Related Topics

  • Submitting complaints

    By submitting a complaint to Banca d'Italia, customers can report behaviours on the part of banks and financial intermediaries which they deem to be irregular or wrong, or report irregularities in the information held in the CR or in the CAI.