Complaints

In the event of a dispute arising with the bank, the customer may lodge a complaint by letter delivered at the branch, against acknowledgement of receipt, or by registered letter with acknowledgement of receipt, fax, e-mail or certified e-mail – at the following addresses:

Cassa Centrale Banca - Credito Cooperativo Italiano S.p.A.
Ufficio Reclami
via Segantini 5 - 38122 Trento (TN)

Fax: +39 0461 313119
e-mail: reclami@cassacentrale.it
certified e-mail: reclami@pec.cassacentrale.it

The Bank shall inform the customer of the manner in which the complaint will be dealt with at the customer's request or, in any event, upon confirmation of receipt of the complaint.

The Bank must respond to complaints:

  • within 15 working days of receipt, if the complaint relates to payment services (e.g. prepaid cards, debit cards, credit cards, etc.). If the bank, for exceptional reasons, cannot reply within 15 business days, it will send the customer an interim reply, in which it will clearly state the reasons for the delay and specify the time limit within which the customer will receive the final reply that must not exceed 35 business days.
  • within 45 days of receipt, if the complaint relates to insurance policies placed by the bank in its capacity as insurance intermediary;
  • within 60 days of receipt, if the complaint relates to banking and financial products and services (e.g. current accounts, mortgages, loans ...);
  • within 60 days of receipt if the complaint relates to investment services.

With respect to complaints relating to insurance policies placed by the Bank, where the grievance that is the subject of the complaint relates to the conduct of the insurance company or to the insurance policy, the complaint may be lodged directly with the insurance company at the contact details of its complaints department indicated in the pre-contractual documentation as well as in the additional DIP (pre-contractual information document) delivered prior to the execution of the insurance contract to which the complaint relates.

If the client is not satisfied or has not received a reply by the specified deadline, before appealing to the court, it may contact one of the following:

1. In the event of disputes concerning banking and financial transactions and services:

  • Financial Bank Arbitrator (Arbitro Bancario Finanziario - ABF). To find out how to contact the ABF, you can call the toll-free number 800.196969, consult the website www.arbitrobancariofinanziario.it, where the locally competent Bodies with their addresses and telephone numbers are also indicated, ask at the branches of the Bank of Italy, or ask the bank. The Arbitrator's decision is without prejudice to the customer's possibility of appealing to ordinary judicial authorities;
  • Banking Settlement Body set up by the Banking-Financial Conciliator - Association for the settlement of banking, financial and corporate disputes - ADR. The customer can activate a mediation procedure, which consists of trying to reach an agreement with the bank with the assistance of an independent conciliator. For this service, you can contact the Banking-Financial Conciliator (a body enrolled in the Register kept by the Ministry of Justice), based in Rome, Via delle Botteghe Oscure 54, tel. 06.674821, Conciliatore Bancario Finanziario (Banking-Financial Conciliator) website. This is without prejudice to the possibility of appealing to the ordinary courts in the event that settlement is not reached;
  • other specialised body listed in the appropriate register kept by the Ministry of Justice (available at www.giustizia.it).

2. In the case of disputes relating to investment services and activities:

  • Arbitrator for Financial Disputes (Arbitro per le Controversie Finanziarie - ACF). For a more detailed explanation of the ACF's jurisdiction, please refer to the Information pursuant to the Regulation on Arbitration for Financial Disputes, available in this section. The investor's right to appeal to the ACF is unwaivable and can always be exercised even if there are clauses in the contracts allowing the dispute to be referred to other out-of-court settlement bodies. You can find out how to contact the ACF at Arbitro per le Controversie Finanziarie (Arbitrator for Financial Disputes);
  • Banking Settlement Body set up by the Banking-Financial Conciliator - Association for the settlement of banking, financial and corporate disputes - ADR. The customer can activate a mediation procedure, which consists of trying to reach an agreement with the bank with the assistance of an independent conciliator. For more information, please visit Conciliatore Bancario Finanziario (Banking-Financial Conciliator). This is without prejudice to the possibility of appealing to the ordinary courts in the event that settlement is not reached;
  • other specialised body enrolled in the appropriate register kept by the Ministry of Justice.

3. In the event of disputes concerning insurance policies placed by the bank:

  • Istituto per la Vigilanza sulle Assicurazioni (IVASS) [Institute for Insurance Supervision]. To find out how to contact IVASS, please visit the website www.ivass.it. The IVASS decision is without prejudice, in any case, to the possibility for the client to appeal to the ordinary judicial authority;
  • Commissione nazionale per le società e la Borsa (Consob) [National Commission for Companies and the Italian Stock Exchange]. For complaints concerning the verification of compliance with the provisions of the Testo Unico dell'Intermediazione Finanziaria [Consolidated Law on Finance] and the relevant implementing rules governing the correct drafting of the KID and the distribution of insurance investment products (IBIPs) by the persons authorised to insurance distribution pursuant to Article 1, letter w-bis) of the TUF [Consolidated Law on Finance] (Legislative Decree no. 58 of 24 February 1998), i.e. registered in section D of the RUI [Single Register of Insurance Intermediaries]. To find out how to contact CONSOB, visit the website www.consob.it.
  • Commissione di vigilanza sui fondi pensione (COVIP) [Commission for the Supervision of Pension Funds]. For complaints concerning Supplementary pension schemes (PIP [insurance pension plans] and open-ended pension funds), please write to COVIP - Commissione di vigilanza sui fondi pensione - Piazza Augusto Imperatore, 27 - 00186 Rome.
    To find out how to contact COVIP, please visit www.covip.it.
  • Another specialised body listed in the register kept by the Ministry of Justice (available at www.giustizia.it).

Please note that pursuant to Article 5, Paragraph 1 bis of Legislative Decree 28/2010, the Mediation Procedure step, in matters relating to insurance, banking and financial agreements, is a pre-condition for the document instituting the proceedings to be deemed admissible.

The following are made available to the customer:

Complaint management activity report

Report for the year 2021 (Italian version)