The Annual Report of the Banking and Financial Ombudsman for 2018 (Arbitro Bancario Finanziario, ABF) is now available.
Last year the ABF received more than 27,000 complaints: while this is still a considerable number, for the first time since its establishment there was a decline on the previous year (down 12 per cent compared with 2017). Part of the fall is attributable to banks’ application of past ABF guidance on similar issues to claims submitted.
The reduction was most marked for early repayment of loans secured by a pledge of one-fifth of salary or pension. The adoption by the Bank of Italy, in the course of its supervisory action, of supervisory guidance on such loans also contributed to this trend.
The numbers continue to vary significantly across regions: in Calabria, Sicily, Puglia, Campania, and Sardinia, complaints about loans secured by one-fifth of salaries amounted to more than 70 per cent of the total, while in Trentino, Marche and Veneto, this share was under 50 per cent; ATM and debit cards accounted for over 15 per cent of complaints in Emilia Romagna, Trentino, Veneto and Marche, but fewer than 6 per cent in Sardinia, Calabria and Sicily.
More than 32,000 decisions were taken last year (up 37 per cent on the previous year). Some 66 per cent of the decisions essentially found in favour of the customer with more than €21 billion awarded to complainants.
