Authorised third parties can use a dedicated interface when carrying out operations covered by PSD2. To access the service and consult the relevant technical documentation, please use the following link and follow the instructions there:
Managing complaints constitutes an important element in the detection of critical areas in which to take action and represents an opportunity to render the relationship of trust more effective and to re-establish a satisfactory relationship with the Customer.
A complaint means any act by which a clearly identifiable Customer contests an omission or the conduct of the intermediary in writing (e.g. registered letter, email, certified email) to the latter. A complaint is considered valid when it shows the details of the person submitting the complaint, the reasons for the complaint, the signature or similar element allowing the Customer to be identified with certainty. Enel X FS will reply to the complaint within 15 (fifteen) working days from its receipt, indicating, in case of acceptance, the time foreseen to resolve the issue.
Below are the instructions for submitting the complaint correctly:
The Customer may also contact, without having previously submitted a complaint, one of the “organisms” qualified in conciliation procedures and recognized in law by registration in the registry of the Ministry of Justice; the Banking and Financial Services Conciliator should be noted among these.