Complaints

Should a dispute arise with the Bank, the customer can file a complaint - by registered letter with return receipt, fax, email or certified email - at the following addresses:

Cassa Centrale Banca Credito Cooperativo Italiano Spa
Complaints Office
via Segantini 5 - 38122 Trento (TN)
Fax: +39 0461 313119,
e-mail: reclami@cassacentrale.it
pec: reclami@pec.cassacentrale.it

THE BANK SHALL RESPOND:

  • within 30 days of receipt of the complaint, if the latter relates to banking and financial products and services (e.g. current accounts, credit and debit cards, mortgages, loans, etc.);
  • within 60 days of receipt of the complaint, if the latter relates to investment services;
  • within 45 days of receipt of the complaint, if the latter relates to insurance policies placed by the bank as an insurance intermediary.

In the event that the customer is not satisfied or he/she has not received a reply within the required timeframe, before referring the matter to the competent Court, the latter is required, pursuant to Article 5, paragraph 1 bis of Legislative Decree 28/2010, to initiate a mediation procedure before one of the following bodies:

1. IN THE EVENT OF DISPUTES RELATING TO BANKING AND FINANCIAL TRANSACTIONS AND SERVICES:

  • the Italian Financial Banking Arbitrator. For information on how to contact the Arbitrator and on its jurisdiction, please consult the www.arbitrobancariofinanziario.it website, or request information from one of Bank of Italy's branches or from the Bank. The Arbitrator’s decision does not prejudice the possibility for the client to appeal the matter to the ordinary courts;
  • to the Italian Banking Mediation Bureau, established by the Financial Banking Conciliator - Association for the resolution of banking, financial and corporate disputes - ADR (Alternative Dispute Resolution), to initiate a mediation procedure which consists in trying to reach an agreement, thanks to the assistance of an independent conciliator. For this service please contact the Financial and Banking Conciliator (Body registered in the Register kept by the Ministry of Justice), with headquarters in Rome, in Via delle Botteghe Oscure 54, Italy, Tel. +39 06.674821, Financial Banking Conciliator website;
  • to another specialised body registered in the special register kept by the Ministry of Justice.

2. IN THE EVENT OF DISPUTES RELATING TO BANKING AND FINANCIAL TRANSACTIONS AND SERVICES:

  • to the Italian Arbitrator for Financial Disputes (ACF): for disputes concerning the bank's failure to comply with applicable disclosure, fairness and transparency obligations to which investors are entitled i) within the limits of Euro 500,000 if the complaint involves a request for a sum of money; ii) without amount limits in all other cases. Damages that are not the direct and immediate consequence of the violation of the above obligations by the intermediary and those that do not relate to equity, fall outside the jurisdiction of the ACF. For additional information please consult the Arbitrator for Financial Disputes website;
  • to the Italian Banking Mediation Bureau, established by the Financial Banking Conciliator - Association for the resolution of banking, financial and corporate disputes - ADR (Alternative Dispute Resolution), individually or jointly with the Bank, including in the absence of a prior complaint, to initiate a mediation procedure aimed at trying to reach an agreement. For additional information please consult the Financial Banking Conciliator website. In the event that the conciliation process is concluded without an agreement being reached, the client shall still be entitled to resort to the ordinary courts;
  • to another specialised body registered in the special register kept by the Ministry of Justice.

3. IN THE EVENT OF DISPUTES RELATING TO INSURANCE POLICIES PLACED BY THE BANK:

  • to the Italian Institute for the Supervision of Insurance (IVASS). For information on how to contact the Institute for the Supervision of Insurance, please visit the IVASS Website. The Institute’s decision does not prejudice the possibility for the client to appeal the matter to the ordinary courts;
  • to another specialised body registered in the special register kept by the Ministry of Justice.

BELOW, THE FOLLOWING REFERENCE DOCUMENTS ARE MADE AVAILABLE TO THE CLIENT:

REGULATION OF THE LEGAL AND BANKING OMBUDSMAN

Report for the year 2018