Annual reports on the Banking and Financial Ombudsman and on the management of complaints from customers of banks and financial companies

24 June 2026

Today Banca d'Italia publishes the Annual Report on the activity of the Banking and Financial Ombudsman (ABF Report) and the Report on the management of complaints from customers of banks and financial companies for 2025.

The ABF Report shows that the Ombudsman received over 13,500 complaints in 2025, a slight decrease compared with the previous year (-3 per cent). Disputes picked up again in the second half of the year and in the first months of 2026.

Complaints relating to fraudulent transactions continue to grow, accounting for more than one third of the total, although they remain very limited compared with the overall number of transactions.

The downward trend in disputes relating to salary-backed loans is confirmed.

In 2025, the Panels ruled on more than 12,500 cases: 56 per cent of these resulted in outcomes substantially in favour of customers, including cases fully or partially upheld and settlements reached between the parties before a decision.

The rate of compliance by intermediaries with the Ombudsman's decisions remains high: in 2025, excluding salary-backed loan matters, it stood at 94 per cent, in line with the previous year.

The amounts awarded to customers are significant: in 2025, nearly €8 million were returned to customers.

As for the Report on the management of complaints, in 2025 Banca d'Italia received over 12,800 complaints from customers of banks and financial companies, 8 per cent more than in 2024. The increase is mainly attributable to account operation blocks and issues relating to inheritance matters.

Complaints concerning requests for mortgage renegotiation fell by 30 per cent. Claims relating to payment services and instruments also declined (-11 per cent), although reports of fraud increased, including those involving the unauthorized use of Banca d'Italia's name and logo (see Banca d'Italia - Notices on the illicit use of the name and logo of Banca d'Italia).

Complaints concerning consumer credit transactions rose (by around 11 per cent), while those relating to investment products and services decreased.

Excluding complaints on matters outside Banca d'Italia's remit (18 per cent), around half of customers' claims were fully or partially upheld, partly thanks to Banca d'Italia's intervention.

Just over 3,200 complaints handled by Banca d'Italia concerned disputes relating to reporting to the Central Credit Register (about 14 per cent more than in 2024).