transparency-complaints

 

COMPLAINTS HANDLING

The customer may file a complaint to the Bank through one of the following means:

The Bank shall respond to the complaint within the deadlines set by the applicable regulations. If the complaint is found to be justified, the Bank will inform the customer in writing, specifying the action it undertakes to implement in order to rectify the situation. Alternatively, if the Bank finds the complaint to be without justification, it will explain the reasons why it was not upheld. 

If the customer has not received a response by the deadlines provided or is not satisfied with the
outcome, the customer, prior to taking any legal action, may contact:

  • in the event of disputes on banking and financial services and transactions, the Banking and Financial Ombudsman (ABF). For further information on how to contact the ABF and the scope of its activity, the Customer may visit the ABF website www.arbitrobancariofinanziario.it or ask the Bank;
  • in the event of disputes on investment services and activities, to the Ombudsman on Financial Disputes (ACF). For further information on how to contact the ACF and the scope of its activity, the Customer may visit the ACF website www.acf.consob.it or ask the Bank;
  • in the event of disputes regarding insurance policies, the Italian insurance regulation authority (IVASS). For further information on how to contact IVASS and the scope of its activity, the Customer may visit the IVASS website at www.ivass.it or ask the Bank.

In any case, the investor cannot waive the right to take legal actions and this right is always exercisable, also when the relevant contract provides clauses whereby disputes are devolved to different alternative dispute resolution bodies.
In the event of initiating a civil mediation proceedings in compliance with the terms provided by the applicable laws and regulations, the Customer and the Bank may involve, even in the absence of any prior complaint filed, other bodies registered on the special register held by the Italian Ministry of Justice and specialised in banking and financial matters.

The list of the mediation bodies is available on the website of the Italian Ministry of www.giustizia.it.

In accordance with the provisions of Section XI of the Bank of Italy’s instructions dated 29 July 2009 “Transparency in banking and financial operations and services – correct conduct in relations between intermediaries and customers” and subsequent amendments, Mediobanca S.p.A. publishes a report on own website once a year describing the activity on handling complaints.

Report on complaints handling activity – 2018/2019

13 complaints were received during the reference period, all relating to the Private Banking Division. 85% of the complaints were not upheld.

Report on complaints handling activity – 2017/2018

10 complaints were received during the reference period (6 of which received by Banca Esperia before the merger), all relating to the Private Banking Division. 70% of the complaints were not decided in favour of the complainant.

Report on complaints handling activity – 2016/2017

No complaint was received by Mediobanca S.p.A during the reference period.

Report on complaints handling activity – 2015/2016

No complaint was received by Mediobanca S.p.A during the reference period.

Report on complaints handling activity – 2014/2015

Mediobanca S.p.A. received a total of two written complaints, in connection with reimburse of
certificate deposits, which was replied.

Last update: 10/10/2019