Report on the management of complaints from customers of banks and financial companies - year 2025
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).
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24 June 2026Report on the management of complaints from customers of banks and financial companies - year 2025PDF 6 MB
(only in Italian)
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