Managing complaints constitutes an important element in the detection of critical areas in which to take action and represents an opportunity for rendering the relationship of trust more effective and for re-establishing a satisfactory relationship with the Customer.
A complaint means any act by which a clearly identifiable Customer contests the conduct failure 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) days from its receipt, indicating, in case of acceptance, the time foreseen for resolving the issue.
Find below the instructions for submitting the complaint correctly:
The Customer may also contact, without having previously submitted a complaint, one of the “organisms” enabled to conciliation procedures and recognized by the legal system through registration in the registry of the Ministry of Justice; among these, the Banking and Financial Services Conciliator should be noted.