COMPLAINTS

COMPLAINTS HANDLING

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

Once it has received the complaint, the Bank will send the client confirmation that the complaint has been received and respond to it in due course, 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 intends to take in order to rectify the situation. Alternatively, if the Bank finds the complaint to be unjustified, it will explain the reasons why the complaint was not upheld. The organizational unit responsible for managing complaints within Mediobanca is Group Legal, General Counsel & Institutional Relations.

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 complaint management activity – FY 2023-24

Complaints were received from a total of 7 clients during the period under review, which break down as follows: 

Macro area Product No. of complaints As a % of total complain Average time to
provide respons (days)
Banking services   1 15% 60 days
  Current account, deposit account and rechargeable card - - -
  Mortage and other financial products 1 - -
  Securities dossier - - -
  Complaints not related to a specific product (e.g. organisational aspects, successions) - - -
Investment services   6 85% 48 days
  Investment services 6    
Payment services   - - -
  Payment services - - -
Insurance distribution   - - -
  Insurance products - - -
Outcome No. of complaints As a % of total complaints
Upheld - -
Upheld in part - -
Rejected 7 100%
Total 7 100%

Complaints were received from a total of 11 clients during the period under review, which break down as follows:

Product No. of complaints As a % of total complaints Average time to
provide response
Banking services 3 27% 49 days
Investment services 7 64% 29 days
Payment services 0 -  
Insurance distribution 1 9% 44 days
Total 11 100% 36 days
Outcome No. of complaints As a % of total complaints
Upheld 3 27%
Upheld in part 0 0%
Rejected 8 73%
Total 11 100%

Complaints were received from a total of 11 clients during the period under review, which break down as follows:

Product No. of complaints As a % of total complaints Average time to
provide response
Banking services 1 9% 60 days
Investment services 10 91% 52 days
Payment services 0 -  
Insurance distribution 0 -  
Total 11 100%  
Outcome No. of complaints As a % of total complaints
Upheld 3 27%
Upheld in part 0 0%
Rejected 8 73%
Total 11 100%

Complaints were received from a total of 15 clients* during the period under review, which break down as follows:

Product No. of complaints As a % of total complaints Average time to
provide response
Banking services 2 13% 26 days
Investment services 13 87% 42.5 days
Payment services 0 -  
Insurance distribution 0 -  
Total 15 100%  
Outcome No. of complaints As a % of total complaints
Upheld 2 13%
Upheld in part 0 0%
Rejected 13* 87%
Total 15 100%

* It includes a complaint which was withdrawn by the client after they had filed it.