Report on the management of complaints from customers of banks and financial companies - year 2024

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In 2024 Banca d'Italia received over 11,800 complaints from customers of banks and financial companies, representing a 5 per cent increase compared with 2023. This rise is mainly due to blocked payment cards, issues with home banking services and errors in the execution of wire transfers.

Complaints regarding credit applications decreased by 7 per cent, while those concerning current account-related issues fell by 3 per cent. Just over 2,800 complaints (up by 6 per cent compared with 2023) dealt with disputes over reports made to the Central Credit Register and were handled directly by Banca d'Italia.

On the other hand, there was a notable increase in complaints regarding payment instruments and services (+45 per cent) and fraud (+32 per cent). Among the latter, about 30 fraud attempts involved the unauthorized use of Banca d'Italia's name and logo in order to deceive users as to their authenticity (see Warning: Fraud attempts misusing the name and logo of Banca d'Italia).

Complaints concerning consumer credit transactions also rose by approximately 3 per cent, while those regarding investment instruments and services remained stable.

Excluding complaints on matters outside Banca d'Italia's remit (16 per cent), in 54 per cent of cases customers obtained full or partial satisfaction of their claims from banks and financial companies, also thanks to the Bank's intervention.

Full text

  1. 18 June 2025
    Report on the management of complaints from customers of banks and financial companies - year 2024
    PDF 5.6 MB

    (only in Italian)