Appeal to the Banking and Financial Ombudsman

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The Banking and Financial Ombudsman (ABF) is an alternative dispute resolution system for customer complaints about banks and other financial intermediaries. There are seven regional boards, located in Bari, Bologna, Milan, Naples, Palermo, Rome and Turin.

The Arbiter is independent and impartial. It ensures rapid decision at minimal cost. The Bank of Italy serves as technical secretariat for the ABF.

For information on the operation of the system and how to appeal to it, see the Arbitro Bancario Finanziario (ABF) website.

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The Bank of Italy operates throughout the country via its branches located in the regional capitals and in some provincial capitals.

Submitting complaints

By submitting a complaint to the Bank of Italy, the customer can report behaviors by the banks or financial intermediaries that he or she deems irregular or wrong. The complaints are a very important source of information allowing the Bank of Italy to perform its Supervisory Function. Pursuant to Law no. 241 of 1990, the submission of a complaint does not start an administrative procedure.