glossario

COMPLAINT (to the ABF)

Complaints may be submitted to the Banking and Financial Ombudsman (ABF) if it concerns present or past banking and financial transactions and services, including payment services (see DISPUTE-written).

For example, if the complaint concerns a current account, mortgage, or personal loan, it may be filed with the ABF if the customer is requesting:

  • an amount equal to or less than € 100,000;
  • any amount, so long as the dispute relates to verifying the existence of rights, obligations and powers (for example, failure to provide transparency documentation, or failure to cancel a mortgage after the loan has been entirely repaid).

Complaints are filed via the ABF Web Portal. Complaints may be filed in hard copy only if the complaint is against:

  • two or more intermediaries at the same time;
  • a foreign intermediary operating in Italy under the rules on the freedom to provide services;
  • a loan guarantee consortium, pursuant to Article 112(1) of the Consolidated Law on Banking.