You can file a complaint with Axerve S.p.A. via the following communication channels:
AXERVE S.P.A. – Ufficio Reclami (Complaints Department), Via Corradino Sella 10, 13900 Biella (BI), Italy
Axerve S.p.A. in order to uphold a complaints management process compliant with regulatory requirements, is committed to guarantee:
If you are not satisfied with the response provided by Axerve or have not received them, we remind you that, according to the current legislation, you have the possibility to contact:
The Banking and Financial Ombudsman (ABF):
The ABF is an out-of-court dispute resolution system that offers a simpler, quicker and cheaper alternative to going to court. It is an independent and impartial organization that decides in a matter of few months who is right and who is wrong in the disposition.
The Financial and Banking Conciliator (even in the absence of a prior complaint):
The Financial and Banking Conciliator is an association that offers various ways to address and resolve issues between banking/financial intermediaries and their customers.
You can contact this organization if you choose to entrust the dispute to an independent third party, called a "mediator" (which will be chosen by the Financial and Banking Conciliator), the mediator will have the task of facilitating the parties in reaching an agreement.
We would like to point out that it is mandatory, before taking legal action, to attempt to "mediate a dispute", which means to call the counterpart to present before one of the mediation parties listed in the appropriate Register and thus attempt to reach an agreement. For example, the aforementioned ABF, Conciliatore Bancario Finanziario or any other organization recognized by the Ministry of Justice, can assist in carrying out this mandatory attempt to "mediate a dispute".
The report is prepared annually in compliance with the Bank of Italy Regulation from 29/07/2009 on the subject of "Transparency of banking and financial operations and services - Correct conduct between intermediaries and customers" and subsequent additions.
Dialogue with customers is the basis of trust and transparency in our company-client relationship. This is why we provide a wide range of channels to get in touch with our bank group and communicate suggestions, opinions and ideas for improvement. We are committed on a daily basis to collect and analyze what derives, both in qualitative and quantitative terms, from our customers’ direct contact and experience with our products and services.
The management of a complaint represents for us an important moment of listening in order to respond better to the needs of our customers. The primary objective of the proper complaint management is to restore the satisfaction and trust of our customer in the company, our products and services that unite us with the client (our group’s heritage), by providing support and collaborating proactively in order to promptly and effectively address the client’s needs, while generating added value.
Thanks to a careful complaint management and analysis, and the reasons that caused it, we are able to collect valuable information that is a motivation to improve.
During 2022 Axerve S.p.A. has not received any complaints relating to products and services under the category of "payment services".