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

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 Cascina Colombaro n.36 / A, 12100, Cuneo; Email: privacy @ axactor. com; Tel. 0171 65694 - Fax 0171 693407) 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 C. Colombaro 36 / A - 12100 Cuneo - Attention of: Data Protection Officer;
• by sending an e-mail to the address: privacy@axactor.com

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

Rendiconto sull'attività di gestione dei reclami - Anno 2020

Rendiconto sull’attività di gestione dei reclami – Anno 2021