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 inform the Customer about how the complaint will be handled at the Customer's request or, in any case, when confirming that the complaint has been received.


Dear Customer,
on 12 August 2020, the Bank of Italy issued new rules on out-of-court settlement systems for disputes over banking and financial transactions and services, modifying the time allowed for intermediaries to respond to customer complaints.

Therefore, in accordance with the rules established by the regulator, effective 1 October 2020, the Bank shall respond:

  • within 15 working days of receipt, if the complaint concerns payment services (e.g. prepaid cards, debit cards, credit cards, etc.). If the bank, for exceptional reasons, is not able to respond within 15 business days, it shall send the customer a provisional response, clearly explaining the reasons for the delay and specifying the date by which the Customer will receive a final response—which shall be in any case within 35 business days;
  • within 45 working days of receipt, if the complaint concerns insurance policies sold by the bank in its capacity as insurance broker;
  • within 60 working days of receipt, if the complaint concerns banking and financial products and services (e.g. current accounts, mortgages, loans ...);
  • within 60 working days of receipt, if the complaint concerns investment services.

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:

  • to the Banking and Financial Ombudsman (ABF, Arbitro Bancario Finanziario). To learn how you can contact the ABF, you can call the toll-free number 800.196969, visit www.arbitrobancariofinanziario.it—which lists the Territorial Panels along with the relevant addresses and phone numbers—request information at the Bank of Italy's Branches, or ask your bank. The Ombudsman's decision does not prevent the customer from commencing court proceedings;
  • to the Banking Settlement Body set up by the Banking Ombudsman - Association for the settlement of banking, financial, and corporate disputes - ADR, to activate a mediation process that consists in the attempt to reach a settlement with the help of an independent mediator. To access this service, you can contact the Banking Ombudsman (Body registered on the Register kept by the Italian Ministry of Justice), based in Rome, Via delle Botteghe Oscure 54, phone 06.674821, website Banking Ombudsman;
  • to another specialist body registered on the register kept by the Italian 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 more information, please visit the Securities and Financial Ombudsman 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 2019