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Complaints

AXACTOR ITALY S.p.A. has always been attentive to the needs of its customers, paying the utmost care to ensure complete satisfaction. Indeed, the Company's primary objective is to constantly improve the quality of the relationship with customers, listening to their needs and taking initiatives aimed at raising the quality of the service provided to customers. The management of a complaint therefore represents an additional moment of listening and attention to better respond to the various needs. The procedure for handling complaints is free of charge, without prejudice to the expenses normally associated with the means of communication adopted.

Complaint definition

According to the Bank of Italy legislation on transparency, a "Complaint" is defined as any act by which a clearly identifiable Customer disputes in writing (for example by letter, fax or e-mail) to the intermediary his behavior or omission.

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 Cascina Colombaro 36/A, 12100 Cuneo;
  • fax number: +39 0171 693407;
  • certified mail: ufficioreclami@pec.axactoritalyspa.com;
  • mail: ufficioreclami@axactor.com.

fac simile complain model

Complaint management

The intermediary must respond to the complaints within 30 days. If the Complaint is deemed founded, AXACTOR ITALY S.p.A. will communicate that, writing to the Customer, specifying the technical times within which it undertakes to resolve the reported problem. Otherwise, if the intermediary deems the complaint unfounded, it will explain the reasons for the non-acceptance, specifying the possibility for the customer to appeal to the alternative disputes resolution organisms.

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.

In that section you can find further regulation updates.

Rendiconto sull’attività di gestione dei reclami – Anno 2018

Rendiconto sull’attività di gestione dei reclami – Anno 2019