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:
Italian Banking and Financial Mediator (Arbitro Bancario Finanziario – “ABF”)
If the Customer is not satisfied or he/she has not received a reply within the established time, he/she can submit an appeal to the Italian Banking and Financial Mediator (ABF):
- within 12 months from the time of the submission of the complaint (also later, with the renewal of the complaint);
- for amounts up to 100,000 euro, or with no amount limit in the case of a request to ascertain rights, obligations and entitlements;
- if there are no attempts at conciliation or mediation in progress, which the Customer has decided to pursue, or the dispute has not been submitted to the judicial authority.
To find out how to contact the Italian Banking and Financial Mediator (ABF), please consult the following website: www.arbitrobancariofinanziario.it
Conciliation procedure
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.
For more information and the scope of services, please consult the website www.conciliatorebancario.it
