Cosa fare se si è stati vittima di truffe o frodi

There are a variety of tools available to help you if you have been the victim of a scam. In the event of the loss, theft, misappropriation or unauthorized use of a payment instrument (such as a debit or credit card), immediately notify your bank and allow them to take the appropriate countermeasures.

Furthermore, you can report the crime to the Postal and Communications Police, either in person, or through their contact channels. For more information, please go to the Reporting section of the Postal and Communications Police website (only in Italian).

In the event that the interlocution with the financial institution does not satisfy the customer, a complaint may be made to the financial institution, which must respond within 15 working days (deadline for when the matter concerns payment services). If the complaint is successful, the financial institution must also indicate what remedies it will take and when.

If the complaint is not accepted or if you are not satisfied with the response received, I you may submit a complaint to Banca d'Italia, via the online services platform. Banca d'Italia will urge the intermediary to respond in a clear, timely and comprehensive manner and ask to receive a copy of the reply, so as to facilitate dialogue with the bank or the financial institution.

Clients of banking and financial services may also file a complaint with the Banking and Financial Ombudsman (ABF), which acts as an independent and impartial alternative dispute resolution system with the support of Banca d'Italia. Before resorting to the ABF, it is always necessary to have filed a complaint with your bank in order to challenge any irregular or improper conduct.

Complaints can be filed with the ABF online.

For an overview of the initiatives and services to protect banking clients, please go to the dedicated page (only in Italian) on the website 'Economics for everyone'.