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Complaints, appeals and conciliation
When a dispute arises between the Customer and the Bank regarding banking or financial products or services, he/she can submit a complaint to the Bank by filling in the form available on the website click here or by sending the complaint by registered mail with proof of receipt or via e-mail or even via PEC, addressed to:

doBank S.p.A.   
Complaints
P.tta Monte, 1  
37121 Verona  
Tel. 800 44 33 94
Fax: + 39 06 47979820
Indirizzo e-mail:
corrispondenzasensibile@doBank.com
PEC: dobank.pec@actaliscertymail.it

The Bank must respond within 30 days after receipt if the complaint relates to banking and financial credit and payment products and services, loans and financing, or within 90 days after receipt if the complaint relates to investment services.
 
In the event that the Customer is not satisfied or has not received any answer within the specified deadlines, before approaching the Court he/she can:

1) in the case of disputes relating to banking and financial transactions and services:
  • approach the Financial Banking Ombudsman (ABF): if the disputed transaction or conduct occurred after 1 Jan. 2009; up to a maximum of 100,000 Euro if the complaint involves a request for a sum of money or an unlimited amount in all other cases. To find out how to go about approaching the Ombudsman, go to the website at www.arbitrobancariofinanziario.it or ask at one of the Bank of Italy branch offices or at the Bank itself. The customer or the Bank can still resort to approaching the ordinary court authorities;
  • a conciliation procedure aimed at settling the matter can be initiated either by the individual or jointly with the Bank, even if no official complaint was lodged beforehand. This attempt will be handled by a Banking Conciliation Panel set up by the Banking Financial Conciliator of banking, financial and company disputes - ADR. For more information go to the website at www.conciliatorebancario.it and approach the ordinary court authorities in the event that the conciliation attempt ends without any agreement being reached.

2) in the case of disputes relating to investment services and activities:
  • a conciliation procedure aimed at settling the matter can be initiated either by the individual or jointly with the Bank, even if no official complaint was lodged beforehand. The conciliation attempt will be handled by the Banking Conciliation Panel set up by the Banking Conciliator of banking, financial and company disputes - ADR. For more information go to the website at www.conciliatorebancario.it and approach the ordinary court authorities in the event that the conciliation attempt ends without any agreement being reached.
  • approach the Banking Ombudsman or Banking Jury: i) if the disputed event occurred in the two years prior to the presentation of 100,000 Euro and if the complaint involves a request for a sum of money; iii) amount unlimited in all other cases. For further information, go to the website at www.conciliatorebancario.it
  • approach the Consob Chamber for Conciliation and Arbitration, as soon as it is operational, in the case of disputes concerning compliance with the duty to inform, propriety and transparency as required in contractual dealings with investors.