The customer is constantly at the centre of Solution Bank S.p.A.’s attention.

Maintaining customer trust is of paramount importance to us, which is why we strive daily to provide quality services.

However, it may happen that, despite the commitment, in some cases customers’ expectations may be disregarded, generating dissatisfaction for those who feel they have not received a service that meets their expectations.

In such circumstances, cooperation and dialogue with the Customer become essential to enable the Bank to identify and remove the causes of the grievance, to enable the person concerned to satisfy his or her needs, and to improve the services offered or remove any criticalities.

Customers who feel they have not received a level of service in line with their expectations, or if a problem arises, may contact their Branch to report the reasons for dissatisfaction, request clarification and try to find a solution with the Branch personnel.

In the event of disputes between the Customer and the Bank relating to banking and financial transactions and services, investment services and activities and insurance mediation, the Customer may submit a written complaint to the Bank in the following manner:

• by registered mail with acknowledgment of receipt to the following address:

SOLUTION BANK S.p.A.

Complaints Office

C.so della Repubblica 126

47121 – Forlì (FC)

• by hand-delivered registered mail at any branch of the bank;
• by fax to No. +39 0543 811118;
• by e-mail to: reclami@solution.bank

• by certified email to: legale@pec.solution.bank

The bank will respond as promptly as possible and in any case:

• within 15 working days from receipt of the complaint regarding payment services (if, in exceptional circumstances, the bank is unable to respond within this timeframe, it will send the customer an interim response clearly stating the reasons for the delay and specifying the date by which the customer will receive the final response, which will not exceed 35 working days).
• within 60 calendar days, if the complaint concerns banking and financial transactions and services – current accounts, deposits, loans, financing, etc.;
• within 60 calendar days, if the complaint concerns investment services;
• within 45 calendar days, if the complaint concerns insurance services related to the placement of insurance or supplementary pension products.

 

If the complaint proves to be well-founded, the Bank will confirm this in writing to the Customer; if the solution to the problem reported by the Customer cannot be immediate, or requires organisational or technological interventions, the reply will specify – as far as foreseeable – the technical time that will therefore be necessary.

Should it decide not to uphold the complaint, the Bank shall nevertheless reply in writing stating the reasons for its decision.

In such a case, or if he has not received a reply within the prescribed time limit, or if he is otherwise dissatisfied with the outcome of the complaint, the customer may turn to the courts before resorting to the courts:

1. in the case of disputes concerning banking and financial transactions and services, to the Banking and Financial Ombudsman (ABF): if the contested issue is prior to the sixth year preceding the date of the complaint, within a limit of €200,000 if the complaint involves a request for a monetary amount. To find out how to contact the Banking and Financial Ombudsman, you can visit the website www.arbitrobancariofinanziario.it, inquire at the branches of the Bank of Italy, or ask at the branches of Solution Bank S.p.A.
2. in the case of disputes concerning investment services and activities: to the Financial Dispute Resolution Arbitrator (ACF) established at Consob: within one year from the submission of the complaint to the bank, within a limit of €500,000 if the complaint involves a request for a monetary amount and for issues related to the violation of obligations of information, diligence, fairness, and transparency by the intermediary; the right to appeal to the Arbitrator cannot be waived by the investor and is always exercisable, even if there are clauses in contracts that delegate disputes to other extrajudicial resolution bodies. For more information on the Financial Dispute Resolution Arbitrator (ACF), you can visit the website https:\\www.acf.consob.it.
3. even in the absence of a prior complaint: to the banking conciliation body “Conciliatore Bancario Finanziario” to which the bank has adhered. To find out how to contact the Conciliatore Bancario Finanziario, you can request information at the bank’s branches or visit the website https\\www.conciliatorebancario.it

In the event of insurance disputes: to the Insurance Arbitrator (AAS) established at IVASS: within one year of submitting the complaint to the Bank, within the limits of: i) €300,000 for life insurance policies that provide for payment of benefits only in the event of death; ii) €150,000 for other life insurance policies; iii) €25,000 for non-life insurance (e.g., home, health, travel) if the complaint involves a claim for a sum of money and for matters relating to the assessment of rights, obligations, and powers provided for in the contract, relating to the Bank or its employees and agents, for aspects concerning them. For more information on the Insurance Arbitrator (AAS), please visit https://www.arbitroassicurativo.org/. Ask at any branch of the Bank or visit the website www.solution.bank.

If he intends to apply to the judicial authorities, he must first, under penalty of inadmissibility of the relevant application, initiate the mediation procedure before the Organismo Conciliatore BancarioFinanziario referred to above, or initiate the procedure before the ABF or, for disputes concerning investment services and activities, before the ACF, in accordance with the procedures referred to above. The mediation procedure takes place before the territorially competent body where the first application was filed and with the assistance of a lawyer. The list of mediation bodies accredited by the Ministry of Justice and registered in the Register of Mediation Bodies pursuant to Article 16 of Legislative Decree 28/2010 is available on the website https:\\www.giustizia.it.

In any case, based on the operating procedures of the respective competent authorities, the customer retains the right to: i) submit complaints to the Bank of Italy in accordance with the procedures set out and available on the website https:\\www.bancaditalia.it/servizi-cittadino/servizi/esposti/; ii) submit complaints to IVASS in accordance with the procedures set out and available on the website https:\\www.ivass.it/consumatori/reclami/; iii) submit complaints to COVIP in accordance with the procedures set out and available on the website https:\\www.covip.it/?cat=150; iv) submit reports to CONSOB in accordance with the procedures set out and available on the website www.consob.it/web/investor-education/I-invio-di-esposti.

All documentation is available on the Bank’s institutional website www.solution.bank and at the Branches.