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If you receive any suspicious requests that misuse the names of AXACTOR ITALY SPA and AXACTOR ITALY SERVICING SRL, please do not make any payments and immediately report the incident to our designated department at the following email address: ufficioreclami@axactor.com.

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Complaints

AXACTOR ITALY S.p.A. and AXACTOR ITALY SERVICING S.r.l. have always been attentive to their customers' needs and take the utmost care to ensure their complete satisfaction. Indeed, it is the Axactor Group's primary objective to constantly improve the quality of customer relations by listening to their needs and adopting targeted initiatives to enhance the quality of the service provided. Handling a complaint therefore represents an additional opportunity to listen and provide attention to our customers, enabling us to best respond to their needs. The complaint handling procedure is free of charge, except for the costs normally associated with the communication method used.

Complaint definition
 

A complaint is any written communication by which the customer, debtor, interested party, or other directly involved party contests a behavior, omission, or activity performed by the Company or reports a possible violation of rights, applicable laws, or contractual obligations.

How to make a complaint

Il Cliente può presentare Reclamo all’Ufficio Reclami di AXACTOR ITALY S.p.A mediante:

  • post to be sent to AXACTOR ITALY S.p.A., via Santa Marta 25, 20123, Milano;

  • PEC: ufficioreclami@pec.axactoritalyspa.com;

  • mail: ufficioreclami@axactor.com.

Information on personal data processing

For information relating to the processing of personal data carried out by AXACTOR ITALY S.p.A. for the protection of personal data following the receipt of this model, it is represented that AXACTOR ITALY S.p.A., (based in Via Santa Marta n. 25, 20123, Milano; Email: privacy @ axactor. com; Tel. 0564 414925 - Fax 02 40137973) as data controller, will process the personal data voluntarily provided with this form (for example identification and personal data, location data, contact details), with mainly IT and online methods, in order to activate the complaints management procedure and at the same time allow anonymous statistical processing.

The retention period of the collected data is 10 years, according to the limitation period of the civil action that the undersigned company could bring - or that could be brought against it - in relation to the circumstances made object of the complaint. The provision of data is mandatory and failure to indicate them does not allow an examination of the complaint to be carried out.

The data may be disclosed to:

a) Any public authorities that request it or to which information needs to be communicated in compliance with specific legal obligations;

b) Customers/Clients;

c) Companies of the AXACTOR group;

d) Any sub-controllers of the processing, where present and interested in the management of the position that is the subject of the complaint.

Apart from these hypotheses, data will not be disclosed, nor will it be communicated to third parties, except in cases where it is necessary to communicate them to other subjects involved in the preliminary investigation and in the cases specifically provided for by national or European Union law.
The interested parties have the right to obtain from the Data Controller, in the cases provided for, access to their personal data and the correction or cancellation of the same or the limitation of the processing that concerns them or to oppose the processing (articles 15 et seq. of the Regulation) or file a complaint at the National Supervisory Authority.

The Data Controller has appointed a Data Protection Officer (or "DPO"), who you can contact to exercise your rights, as well as to receive any information relating to them and/or to this Notice:

• by writing to AXACTOR ITALY SpA, Via Santa Marta n. 25, 20123, Milano - Attention of: Data Protection Officer;

• by sending an e-mail to the address: privacy@axactor.com

Complaint management

The Company undertakes to provide a response as quickly as possible and in any case within 30 days of receiving the complaint, except in particularly complex cases that require further investigation or the involvement of third parties.

If the complaint is deemed to be well-founded, the Company will notify the Customer in writing, specifying the timeframe within which it undertakes to resolve the reported issue. Otherwise, if the Company deems the complaint unfounded, it will explain the reasons for its rejection, specifying the Customer's right to appeal to alternative dispute resolution bodies.

Extra judicial disputes resolution Organisms

The customer, in the absence of a response within the deadlines or if dissatisfied with the outcome of the complaint, before applying to the competent Judicial Authority, may resort to the following out-of-court dispute resolution organisms:

Financial Banking Arbitrator (ABF): to find out how to contact the Arbitrator you can consult the website www.arbitrobancariofinanziario.it, or download the ABF Guide on our website in the "Transparency" section.

Financial Banking Conciliator: to find out how to contact the Conciliator, consult the website www.conciliatorebancario.it, or download the Guide on our website in the "Transparency" section.