Complaints
 

If a dispute arises between the Customer and the Bank regarding banking and financial products and services or investment services, the Customer may file a complaint to the Bank, either by registered mail with acknowledgment of receipt or electronically, addressed to:
ICBC (Europe) S.A. Milan Branch
Via Tommaso Grossi, 2 – 20121 Milano – Italy
Email: complaints@it.icbc.com.cn
The Bank will respond as soon as possible and in any case within:

  • 30 days, for complaints related to banking and financial services (current accounts, credit and payment cards, mortgages, loans);
  • 90 days, if the complaint is related to investment services.

If the complaint is upheld, the Bank will confirm in writing; if resolution cannot be immediate or requires organizational or technical actions, the response will specify — to the extent foreseeable — the timeframe required.
If the Bank decides not to accept the complaint, it will still respond in writing stating the reasons. In that case, or if no response is received within the prescribed timeframe, or if dissatisfied with the outcome, the Customer may, before resorting to judicial action, turn to:

  • In case of disputes concerning banking and financial operations and services:
    • The Arbitro Bancario Finanziario (ABF): if the matter occurred after 1 January 2007, with a limit of €100,000 for money claims; no limit for other types of claims. For how to contact the Arbitro and the scope of its competence, the Customer can consult arbitrobancariofinanziario.it, request information at the branches of the Bank of Italy, or ask the Bank. Recourse to the ABF exempts the Customer from attempting the mediation procedure (see below) if the Customer decides to go to Court.
    • Alternatively, to comply with Legislative Decree no. 28 of 4 March 2010, the Customer may initiate mediation before going to court, even without first filing a complaint:

with the Conciliatore BancarioFinanziario – Association for the resolution of banking, financial, and corporate disputes – ADR, registered under No. 3 in the Register held by the Ministry of Justice; the Regulation of the Conciliatore BancarioFinanziario can be consulted at conciliatorebancario.it or requested from the Bank; or other body registered in the relevant register held by the Ministry of Justice and specialized in banking and financial matters.
The following are available to the Customer:

Annual complaint results