To file a report you can:

• contact your personal consultant
• ask for a support at your local branch
• send an e-mail to info@credemeuromobiliarepb.it inserting the relevant topic as email object

To file a compliant you can:

• send a registered letter to Credem Euromobiliare Private Banking - Credit Emiliano Legal Service, via Emilia San Pietro, 4, - 42121 Reggio Emilia (RE);
• send an email to recweb@credem.it or to the certified e-mail address rec.credem@pec.gruppocredem.it
• send a fax to n. (+39)02 6376552

The bank must answer:

• within 15 working days for complaints concerning payment services; this timeframe may be extended up to 35 working days in exceptional circumstances and subject to interlocutory communication with the customer regarding the reasons for the delay, as well as the deadline by which the latter will receive the definitive response;
• within 45 days of insurance distribution complaints/dispute (with the exception of those relating to insurance investment products);
• within 60 days for complaints relating to banking operations and services;
• within 60 days for complaints concerning investment and collective asset management services and activities (including those relating to insurance investment products).

As regards insurance products:

• at some stages of the complaint handling process, the intermediary shall refer to the Customer Services Department at the Parent Company Credito Emiliano S.p.A., Via Emilia S. Pietro n. 4, 42121 Reggio Emilia.
• The complaint may also be forwarded to the insurance company that will have to respond within forty-five days - in the manner set forth in the contractual documentation relating to the product or stated on the company's website.

If you are not satisfied with the outcome, before taking the matter to court it is possible – and in some cases mandatory – to contact:

• for matters concerning banking and financial transactions and services, the Banking and Financial Ombudsman (ABF). Disputes concerning the determination of rights, obligations and entitlements may be submitted to the ABF, regardless of the value of the relationship to which they refer; if the customer’s request concerns the payment of a sum of money for any reason, the dispute falls within the competence of the ABF provided that the amount does not exceed €200,000. To find out how to contact the Ombudsman, you can consult the guide, the website www.arbitrobancariofinanziario.it or contact the branches of the Bank of Italy.
• for matters concerning investment services and activities and collective asset management, the Financial Disputes Arbitrator (ACF). Disputes between retail investors and intermediaries relating to breaches by the latter of the duties of diligence, fairness, disclosure and transparency owed to investors and relating to investment services and collective asset management may be submitted to the ACF. If the customer’s request concerns the payment of a sum of money, the dispute falls within the competence of the ACF provided that the amount does not exceed €500,000. The right to apply to the Arbitrator may be exercised only by the retail customer within one year from the submission of the complaint to the intermediary, and may not be waived by the Customer, even in the presence of clauses referring disputes to other out-of-court dispute resolution bodies. Further information on the competence, requirements and procedures for applying to the ACF, including the relevant regulations, is available on the website www.acf.consob.it and at all Bank branches.
• to the Insurance Arbitrator (AAS), for insurance-related matters concerning non-compliance with the rules of conduct in the distribution of insurance products by the Intermediary, or the determination of rights, obligations and entitlements under the contract by the Insurance Company, and/or the payment of sums of money by way of compensation for damages within the following value limits:

  
  – Up to €300,000 for life insurance policies providing benefits only in the event of death;
  – Up to €150,000 for other life insurance policies;
  – Up to €25,000 for non-life insurance (e.g. home, health, travel);
  – Up to €2,500 in the case of claims for compensation for civil liability where the injured party has a direct right of action against the Insurance Company (for example, Motor Third Party Liability).

  The procedure is conducted entirely online through the portal available at www.arbitroassicurativo.org, and the application must be submitted within 12 months from the date of the complaint, must relate exclusively to events that occurred in the previous three years and must have the same subject matter as the complaint, without prejudice to the right to claim compensation for damages. Recourse to the AAS is an alternative to mediation and assisted negotiation procedures and does not prejudice recourse to any other form of protection provided by law. The entitled party may always subsequently apply to the judicial authority to assert their rights. Further information on the competence, requirements and procedures for applying to the AAS, including the relevant regulations, is available on the website www.arbitroassicurativo.org and at all Bank branches.
• for matters relating to insurance products you may also contact IVASS, Consumer Protection Service, Via del Quirinale no. 21 - 00187 Rome, (fax +39 06 42133206, PEC tutela.consumatore@pec.ivass.it) (in the event of the simultaneous submission of an application to the Insurance Arbitrator concerning the same matter, IVASS’s handling of the complaint will automatically be suspended), or COVIP as indicated in the information notice for supplementary pension schemes or on the insurance company’s website, or by activating any other out-of-court dispute resolution systems provided for by applicable law in accordance with the procedures described in the contractual documentation relating to the insurance product (Additional Information Document or information notice in the case of a supplementary pension scheme), or on the website of the insurance company that issued the insurance contract. Disputes concerning the distribution of insurance-based investment products by entities authorised to carry out insurance distribution activities pursuant to Article 1, letter w-bis), of the Consolidated Law on Finance, as subsequently amended and supplemented, are excluded from IVASS’s competence; such disputes instead fall within Consob’s competence and therefore the rules on investment services and activities referred to above apply.
• to a mediation body such as the Banking and Financial Conciliator (Conciliatore Bancario Finanziario), which may be activated without the need for a prior complaint to the Bank. Further information is available on the website www.conciliatorebancario.it and at all Bank branches. Even after signing the contract, it remains possible to agree in writing to contact another body, provided it is entered in the relevant register of the Ministry of Justice, available on the website www.giustizia.it.

The data you provide will be processed exclusively for purposes strictly related to handling your communication, in compliance with current privacy legislation (Personal Data Protection Code – Legislative Decree 196/03 – EU Regulation 2016/679), in order to ensure their security and confidentiality.

For further information, you may access the General Notice on the processing of personal data, or consult the notices concerning the main customer rights set out below.
›› Initiation of the Financial Banking Arbitr's Portal