The Client may contest the actions of Master Gardant S.p.A. (hereinafter referred to as the “Financial Intermediary”) by submitting a complaint by registered letter with return receipt, fax, e-mail or certified e-mail to the following addresses:
Master Gardant S.p.A.
Ufficio Reclami
Via Curtatone 3, 00185 Roma RM
Fax n. +39 0669477905
e-mail: reclami@gardant.eu
PEC, certified e-mail: reclami.gardant@legalmail.it
The complaint must contain the complainant’s contact details (name and surname, telephone number, e-mail), the grounds for the complaint, the signature or similar information allowing the client to be identified. The financial intermediary must respond within 60 days from the date of receipt of the complaint. If it does not respond within this period, if the response is not satisfactory in whole or in part or if the complaint is not upheld, the client may apply to the Banking and Financial Arbitrator (ABF).
To find out how to apply to the ABF and the scope of its competence, consult the website www.arbitrobancariofinanziario.it, ask at the Bank of Italy branches, or ask the financial intermediary. The decision of the ABF does not prejudice the possibility for the customer to file a complaint with the BoI or to appeal to the ordinary judicial authority. For further information, the following is available to the Client:
ABF in parole semplici
Modulo di ricorso ABF
Istruzioni per la compilazione del modulo di ricorso ABF
Guida ricorso ABF
News comunicato stampa
Nuova definiziona di default
For the purposes of complying with the mandatory mediation obligations set out in Legislative Decree no. 28 of 4 March 2010, before resorting to the judicial authorities, the Client and the Financial Intermediary must initiate the mediation procedure, as a condition for proceeding, by resorting to:
a – the Banking Conciliation Body set up by the Conciliatore Bancario Finanziario — Associazione per la soluzione delle controversie bancarie, finanziarie e societarie (Association for the settlement of banking, financial and corporate disputes) — ADR (www.conciliatorebancario.it, where the relevant Rules may also be consulted), or
b – to one of the other mediation bodies, specialised in banking and financial matters, listed in the appropriate register kept by the Ministry of Justice.
The procedural condition referred to in the aforementioned regulations is deemed to have been met if the Client has gone through the above-mentioned procedure at the ABF.
Rendiconto sull’attività di gestione dei reclami 2021