Any action by which a clearly identifiable customer disputes in writing (for example in a letter, fax or email) the Bank’s conduct or an omission.
Requests for information or explanations or for the execution of the contract are not complaints.
If you need assistance on questions relating to the ordinary management of your relationship our Smart Care service is always at your disposal.
Examples of requests/reminders that are dealt with:
For requests not falling under the category of complaints please visit the support section.
Customers can file a complaint free of charge in one of the following ways:
using the digital form to be found in your Personal Area, in the «Support» > «Customer rights and prerogatives» > «Complaints» section
sending an email to reclami@illimity.com or an ordinary/certified email to illimity@pec.illimity.com
by ordinary mail/registered mail with return receipt to illimity Bank S.p.A., Claims Department; Subject “Claim”, Via Soperga 9, 20124 Milan (MI), Italy
As a rule, the complaint should contain the following items:
Information identifying the customer:
• if an individual: first name, last name, date and place of birth, tax code, domicile
• if a legal entity: company name, VAT number/tax code, registered office
Telephone number, email address and certified electronic mail address at which the customer may be contacted if necessary
clear description of the reason for the dispute and the product/service to which the complaint relates
any documentation that may be useful in supporting the matters under dispute
The above items are essential for enabling the Claims Department to deal with individual disputes.
| Type of claim | Response time | Additional information |
|---|---|---|
| Banking and financial operations and services | Within 60 days | - |
| Distribution of insurance products | Within 45 days | If the complaint regards the conduct of the insurance company, the Claims Department sends the communication to the insurance company and at the same time notifies the customer |
| Investment services | Within 60 days | - |
| Payment services as per Directive 2015/2366/EU (PSD2), such as for example wire transfers, debit and credit card charges, etc. | Within 15 working days from the date of receipt (possibly extended to 35 days in exceptional cases with notification to the customer) | The customer is notified of the reasons for the extension in the response time, with specification of the latest date by which the final response will be provided. Receipt of the final response cannot, however, exceed 30 working days |
Notification of the outcome of the complaint is made in writing, specifying the time required for resolution in the case of grounded complaints or the reason why the complaint cannot be accepted in the opposite case, with details provided of other possibilities available for settling the dispute.
