The customer is always at the center of Solution Bank S.p.A.’s attention. It is essential for us to maintain the customer’s trust, and that is why we are committed daily to providing quality services. However, despite our efforts, there may be instances where customer expectations are not met, leading to dissatisfaction for those who feel they have not received a service up to their expectations. In such cases, collaboration and dialogue with the customer become crucial to help the bank identify and address the causes of the complaint, to meet the customer’s needs, and to improve the services offered or resolve any issues. If a customer believes they have not received an adequate level of service or if a problem arises, they can contact their branch to report the reasons for dissatisfaction, request clarifications, and seek a resolution with the branch staff. In the event of disputes between the customer and the bank regarding banking and financial transactions and services, investment services, and insurance intermediation activities, the customer can submit a written complaint to the bank through the following methods:

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

SOLUTION BANK S.p.A.Ufficio ReclamiC.so della Repubblica 12647121 – 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 is found to be valid, the bank will confirm this in writing to the customer. If resolving the issue reported by the customer cannot be immediate or requires organizational or technological interventions, the response will specify – as far as possible – the technical timeframes needed. If the bank decides not to accept the complaint, it will provide a written response explaining the reasons for its decision. In this case, or if no response is received within the prescribed timeframes, or if the customer remains dissatisfied with the outcome of the complaint, before resorting to legal action, the customer may contact:

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

If you wish to approach the judicial authority, you must first, under penalty of inadmissibility of the relevant request, complete the mediation procedure before the Banking and Financial Conciliation Body mentioned above, or initiate proceedings before the ABF (Arbitro Bancario Finanziario) or, for disputes concerning investment services and activities, before the ACF (Arbitro per le Controversie Finanziarie), according to the procedures outlined above. The mediation procedure is conducted before the territorially competent body where the initial request was filed, 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 under Article 16 of Legislative Decree 28/2010 is available on the website https://www.giustizia.it. In any case, the customer retains the right, based on the operational procedures of the respective competent authorities, to: i) Submit complaints to the Bank of Italy according to the methods provided and consultable on the website https://www.bancaditalia.it/servizi-cittadino/servizi/esposti/; ii) File complaints with IVASS (Institute for the Supervision of Insurance) according to the methods provided and consultable on the website https://www.ivass.it/consumatori/reclami/; iii) Submit complaints to COVIP (Commissione di Vigilanza sui Fondi Pensione) according to the methods provided and consultable on the website https://www.covip.it/?cat=150. All documentation is available on the Bank’s official website www.solution.bank and at the Branches.