Primeitalia S.p.A. has a department that deals with complaints.  The objective is to simplify interactions between customers and the company by providing specific guidance on methods, contact tools and contact persons.

Customers can directly contact Primeitalia S.p.A. Complaints Department at the registered office, as follows:

• By calling the number +39 090.6010511 Monday to Friday from 9:00 am to 01:00 pm and from 02:30 pm to 06:30 pm
• By registered letter with acknowledgement of receipt addressed to: PrimeItalia S.p.A. – Complaints Department Via Centonze, 42 – 98122 Messina – Italy – or by email to the certified e-mail address: pec@primeitaliaspa.it
• to the following email address: reclami@primeitaliaspa.it

The company is required to respond within 30 days from receipt of the complaint. In any case PrimeItalia undertakes to reply in the shortest possible time.

If the customer is not satisfied or has received no reply, it may submit the case to the Banking and Financial Arbitrator (Arbitro Bancario Finanziario) before resorting to the court.

A.B.F. – A practical guide to the Banking and Financial Arbitrator

The ABF is an out-of-court system that is proposed as an alternative to court proceedings and which offers a simplified, quick and inexpensive solution.

The Banking and Financial Arbitrator is a body that uses the resources made available by the Bank of Italy to independently and impartially decide on who is right in a claim, within a short time.

If the decisions of the Banking and Financial Arbitrator do not satisfy the customer, he/she may still apply to the court.

If the intermediary fails to comply with the decisions of the Banking and Financial  Arbitrator, the breach will be made public, but no action will be taken as these decisions are not binding.

The customer who applies to the Banking and Financial Arbitrator, should first have attempted to resolve the issue directly with the bank or the intermediary.

For more information:

• Banking and Financial Arbitrator (ABF)- Information on how to contact the Arbitrator is available on the website arbitrobancariofinanziario.it, or at the Branches of the Bank of Italy or at the Bank.
• Bank Conciliator to request the conciliation service. Information on how to contact the Bank Conciliator is available on the website conciliatorebancario.it