For any complaint involving banking or investment products and services, please contact your branch by standard post, registered mail, or electronically:
Attenzione: Ufficio Reclami
Piazza Cavour 2 – 20121 Milan, Italy
The branch must reply:
unless otherwise specified in your contract.
If you are unhappy with the outcome of your complaint or do not receive a reply within the specified time, before taking the matter to court you must follow an alternative dispute resolution (ADR) procedure as required by Legislative Decree 28 of 4 March 2010 (as amended). Completion of the ADR procedure envisaged by the above decree is a condition for admissibility in court.
I. (for a complaint about banking services) submit the matter for Banking and Financial Arbitration (Arbitro Bancario Finanziario or ABF), if the following conditions are met:
a. the amount concerned does not exceed EUR 100,000 (if you are seeking a sum of money); OR
b. you are only seeking the acknowledgement of rights, options or obligations (e.g. the bank has been remiss in providing mandatory documentation), in which case the amount is immaterial;
c. the dispute concerns transactions or conduct occurring after 31 December 2008;
d. no more than 12 (twelve) months have passed since your complaint was lodged with the branch (if more than 12 months have passed, you may file a new complaint in order to be eligible for ABF);
e. the dispute:
II. (for a complaint about investment or related services) submit the matter for Banking and Financial Mediation through the Ombudsman Giurì Bancario - Associazione per la Soluzione delle Controversie Bancarie, Finanziarie e Societarie - which will attempt to find an agreement acceptable to the parties with assistance from an impartial mediator. If you are a retail customer, to settle disputes with the branch out of court, you may also contact the Chamber of Conciliation and Arbitration formed and governed by the Italian financial markets regulator (Consob).
You may initiate the mediation procedure only if, for a given dispute:
indosuez in italy
Our group is international by nature and our presence in Italy stretches back several decades.
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indosuez in italy
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