Complaints and Disputes

For any disputes related to banking and financial products and services, investment services, or insurance products, the Client may file a complaint to the Bank using one of the following alternative methods:

• recorder mail with receipt of delivery addressed to:

Banca Profilo S.p.A.

Reclami

Via Cerva, 28 – 20122 Milano

For Private services:

• telematically to the address [email protected]

For Digital services:

• telematically to the address [email protected]

The Bank must respond within:

• 60 (sixty) calendar days from receipt for complaints concerning banking and financial services;
• 60 (sixty) calendar days from receipt for complaints concerning the provision of investment services and activities;
• 45 (forty-five) calendar days from the date of receipt for complaints concerning Insurance Products;
• 15 (fifteen) working days from receipt for complaints concerning Payment Services. In exceptional situations, if the Bank cannot respond within 15 (fifteen) business days due to reasons beyond its control, it must send an interlocutory response clearly stating the reasons for the delay in responding to the complaint and specifying the deadline by which the complaining Client will receive a definitive answer. In any case, the deadline for receiving the definitive answer will not exceed 35 (thirty-five) working days.

Data provided by the Client will be processed exclusively for the purposes strictly related to the receipt of communication, in compliance with current legislation on privacy (Code on the protection of personal data – D. Lgs. 196/03 – Reg. EU 2016/ 679), so as to ensure their security and confidentiality.

In order to file a request for reimbursement related to unauthorised payment transactions, the Client must fill out the appropriate form available at the following links:

• Modulo di disconoscimento di operazioni di pagamento non autorizzate – Clienti Private
• Modulo di disconoscimento di operazioni di pagamento non autorizzate – Clienti Digital

The signed form must be sent telematically to the following addresses:

• [email protected] for Private services;
• [email protected] for Digital services.

Upon receipt of the request, the Bank will provide an answer by the end of the working day following that in which the request was received (requests received after 15:00 are considered to have been received on the next working day).

If the riquest is considered justified, the Bank will immediately reimburse the amount of the transaction to the Client. If the request is considered unfounded, the Bank will explain to the Client the reasons of the refusal and will inform Bank of Italy.

For unauthorized transactions, where required, the Client must provide a copy of the complaint made to the Law Enforcement/ Judicial Authority within 30 (thirty) calendar days from the date of notification of dispute.

The Bank has the right to obtain, within 90 (ninety) calendar days from the date on which the Client submitted the dispute, the refund of the reimbursed amount by redebiting the amount previously credited if:

• the Bank’s investigation activity shows that the reimbursement was not due;
• or the Client did not provide the Bank a copy of the complaint to the Law Enforcement/Judicial Authority within the 30-day period, in the cases for which it is required;
• or the Client has not fulfilled one or more of the obligations under the current legislation.

Data provided by the Client will be processed exclusively for the purposes strictly related to the receipt of communication, in compliance with current legislation on privacy (Code on the protection of personal data – D. Lgs. 196/03 – Reg. EU 2016/ 679), so as to ensure their security and confidentiality.

In case of dissatisfaction, the Client may apply to one of the bodies responsible for out-of-court resolution of disputes:

• Arbitro Bancario Finanziario (ABF) for disputes relating to transactions and Banking and Financial Services. To know how to contact the Arbitrator you can consult www.arbitrobancariofinanziario.it;
• Arbitro delle Controversie Finanziarie (ACF) for disputes relating to the violation of the obligations of information, diligence, fairness and transparency that intermediaries are required to have in their relations with investors in the provision of Investment Services. To know how to contact the Referee you can consult www.acf.consob.it;
• Conciliatore Bancario e Finanziario; to find out how to contact the Banking Conciliator, please consult www.conciliatorebancario.it;
• Arbitro Assicurativo (ASS) for disputes relating to Insurance Products. To find out how to contact IVASS, please consult https://www.arbitroassicurativo.org;

In any case, the Client may apply to any other Mediation body, whether public or private, registered in the register referred to in art. 16 of the D.Lgs. n.28 of 4/3/2010 (available at the following link Albo degli Organismi di Mediazione). In particular:

• the application can only be submitted to Mediation bodies operating in the same place as the Court with territorial jurisdiction for the dispute (if any and future);
• the Client and the Bank (the “Parties”) must be assisted by a lawyer from the first meeting and throughout the procedure, until the end of the out-of-court resolution procedure.