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Complaint submission

According to Italian regulations, Banca Farmafactoring S.p.A. has a Complaints Office to which clients can refer to for issues arising from the relations with the Bank and having as subject matter remarks on the way the Bank managed transactions or services.

The client can submit a complaint: 

Banca Farmafactoring S.p.A. commits to provide a written answer within 30 days.

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Alternative dispute resolution systems

Banca Farmafactoring S.p.A. adheres to the Banking Financial Arbitrator (Arbitro Bancario Finanziario) established with the Bank of Italy, in compliance with the Alternative dispute resolution system provisions in the matter of banking and finance transactions and services, dated 12.12.2011, and to the Banking Financial Mediator (Conciliatore Bancario Finanziario), Association for the resolution of banking, finance and corporate disputes - ADR.

Should the outcomes of the complaint not be deemed satisfactory, before applying to court, the client may contact:


Banking Financial Arbitrator (BFA)

For general information on the Banking Financial Arbitrator (for instance on who may appeal, where the appeal form can be found, how to file the appeal) please call the following green number 800 19 69 69.

EXCLUSIVELY for specific information on the appeals submitted, the BFA's technical secretariats can be contacted at the following addresses:

Technical secretariat of the Milan Board
Via Cordusio, 5
20123 Milan
Telephone: 02 72424246
Fax: 02 72424472
E-mail: milano.abf.segreteriatecnica@bancaditalia.it
(for clarifications only)

Technical secretariat of the Rome Board
Via Venti Settembre, 97/e
00187 Rome
Telephone: 06 47929235
Fax: 06 479294208
E-mail: roma.abf.segreteriatecnica@bancaditalia.it
(for clarifications only)

Technical secretariat of the Naples Board
Via Miguel Cervantes, 71
80133 Naples
Telephone: 081 7975350
Fax: 081 7975355
E-mail: napoli.abf.segreteriatecnica@bancaditalia.it
(for clarifications only)

Please see the website: www.arbitrobancariofinanziario.it

Practical Guide and Appeal Form:

Banking Financial Arbitrator Practical Guide and Form

In case of appeal with the BFA, the client shall send to Banca Farmafactoring a copy of the appeal by way of registered mail with return receipt or certified electronic mail (CEM). In case of omission by the client, the Technical secretariat that received the appeal does it, in order to allow the procedure to begin.

via registered mail with return receipt:
Banca Farmafactoring S.p.A.
Ufficio Reclami
Via Domenichino, 5
20149 MILAN

via CEM: info@pec.bancafarmafactoring.it

Upon reception of the notice of appeal, Banca Farmafactoring has a maximum of 45 days to send its rebuttal arguments and the necessary documentation to the Technical secretariat.


Banking Financial Mediator

For information on how to contact the Mediator please contact the personnel of Banca Farmafactoring S.p.A. or:

Directly contact the Mediator:
Conciliatore Bancario Finanziario
Via delle Botteghe Oscure, 54
00186 Rome
Telephone 06-674821
Fax 06-67482250
E-mail: associazione@conciliatorebancario.it

Please see the website: www.conciliatorebancario.it

The client may resort to the Mediator also in the absence of a previous complaint towards Banca Farmafactoring S.p.A.

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Report on complaint handling

The Bank of Italy's provisions of 29 July 2009 on "Transparency of banking and financial transactions and services", as amended by the Governor's measure of 9 February 2011 and the Bank of Italy's measure of 20 June 2012, provide for the annual drawing up and publication of a report on the complaint handling activity relating to the banking and financial transaction and service sector.

Complaint handling is considered by Banca Farmafactoring S.p.A. of upmost importance, since it allows the acknowledgement of clients' remarks on problems, if any, in the service supply, with positive effects on the mitigation of reputational risk and the maintenance of a good relation with Clients.

Complaint report

YEAR COMPLAINT
2016 1
2015 0
2014 1
2013 0
2012 0
2011 0
2010 0
Report on the handling activity of complaints received in 2016
Report on the handling activity of complaints received in 2015
Report on the handling activity of complaints received in 2014
Report on the handling activity of complaints received in 2013
Report on the handling activity of complaints received in 2012
Report on the handling activity of complaints received in 2011
Report on the handling activity of complaints received in 2010

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BFA - Notice to users
Notice to users
Update and review 4.24.2013