Complaints Procedure

CA Indosuez Wealth (Europe), Italy Branch

For any complaint involving banking or investment products and services, please contact your branch by standard post, registered mail, or electronically:

  • CA Indosuez Wealth (Europe), Italy Branch

Attenzione: Ufficio Reclami
Piazza Cavour 2 – 20121 Milan, Italy


The branch must reply:

  • within 30 (thirty) days of receiving a complaint about banking services
  • within 90 (ninety) days of receiving a complaint about investment and related services

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. 


You may:

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:

  • has not been placed before the judicial authorities, with the exception of complaints submitted for ABF within the timeframe set by the court pursuant to Art. 5(1) of Legislative Decree 28/2010;
  • has not been referred to arbitration;
  • is not the subject of other conciliation or mediation procedures initiated or joined by the petitioner, unless such procedures have broken down,  in which case the matter can be submitted for ABF even if 12 (twelve) months have passed since the original complaint was lodged with the branch;
  • is not the subject of a court order or seizure;


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:

  • you are not taking part in other mediation procedures, initiated by yourself or by the branch;
  • you have submitted a complaint to the branch, which has either replied or let the deadline for replying elapse.
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