Trends in complaints
Last year, the Bank of Italy received over 11,200 complaints, 21 per cent more than in 2022. The increase is due especially to problems in renegotiating mortgages in relation to interest rate dynamics and blocking operations in current accounts (following succession proceedings and foreclosures); there are also complaints about the early termination of consumer credit agreements and those relating to transactions involving the sale of tax credits attributable to the 110 per cent Superbonus.
Issues reported
Complaints linked to loan applications continued to account for the largest share (35 per cent of the total, with an increase of about 29 per cent compared with 2022); more than one third concerned consumer credit and particularly problems connected with the termination of agreements, such as the failure to issue settlement statements or to reimburse fees that were no longer owed following the early termination of loan agreements. Although their share in total complaints remained low, reports on applications to renegotiate floating-rate mortgages linked to the increase in interest rates and those linked to the sale of tax credits (110 per cent Superbonus) increased in 2023.
Outcome of complaints and response times
Excluding complaints relating to matters not falling within the Bank’s remit (16 per cent), as in 2022, customers obtained full or partial acceptance of their requests from banks, financial companies and other operators in 50 per cent of cases, partly thanks to the Bank’s intervention. Complaints were rejected by the intermediaries in the remaining cases, mostly because they were considered unfounded or because they related to facts of which the judicial authorities were already aware.
The Bank’s response time (to complainants) remained short (15 days on average).
Using artificial intelligence to manage complaints
In 2023, the Bank continued to use the procedure based on EspTech artificial intelligence techniques to ensure greater promptness in analysing people’s reports, to detect new areas of litigation at an early stage and to strengthen synergies with the other customer protection units (supervision and financial education).
Disputes over reports to the Central Credit Register
Since this year, the Report has also referred to reports on disputes concerning debt positions reported in the Central Credit Register. In 2023, the Bank of Italy received around 2,700 complaints, down on the previous year by 11 per cent. In line with 2022, in 25 per cent of cases, banks accepted customers’ requests after the dispute had been sent to the Bank of Italy; complaints were rejected in 50 per cent of cases as they were considered unfounded by intermediaries. The remaining 25 per cent were cases brought at the same time before the judicial authorities or cases where the complaint was not clear. Response times were short and down on the previous year (16 days, against 30 days in 2022).
