Complaints

Complaints

Your needs are important to Nexi; managing complaints forms an important part of monitoring critical areas in which to implement measures and represents an opportunity for rendering the relationship of trust more effective and for re-establishing a satisfactory relationship with you, the Customer.

A complaint means any act by which a clearly identifiable Customer contests the conduct of the intermediary in writing (e.g. letter, fax, email) to the latter, including omissive conduct. A complaint is considered valid when it shows the details of the person or party making the complaint, the reasons for the complaint and the signature or similar element allowing the Customer to be identified with certainty. Nexi will reply to the complaint by and no later than 30 (thirty) days of its receipt, indicating, in case of acceptance, the time foreseen for resolving the issue.

How to report a complaint

Follow the instructions below for submitting your complaint correctly.

Customers who are holders of Nexi or CartaSi payment cards may submit a complaint by filling in the following form:

or by sending:

  • An e-mail message to the address: c.satisfaction@nexi.it
  • A certified e-mail (PEC) message to the address: reclami.nexipayments@pec.nexi.it
  • A recorded delivery letter with return receipt or priority mail letter to the address: Nexi – Complaints Management, Corso Sempione, 55 - 20149 Milan, Italy
  • A fax to no. +39 02-34.88.91.54.

Customers affiliated with Nexi or CartaSi for acquiring payments using payment cards via POS or E-commerce may submit a complaint by filling in the following form:

or by sending:

  • An e-mail message to the address: c.satisfaction@nexi.it
  • A certified e-mail (PEC) message to the address: reclami.nexipayments@pec.nexi.it
  • A recorded delivery letter with return receipt or priority mail letter to the address: Nexi – Complaints Management, Corso Sempione, 55 - 20149 Milan, Italy
  • A fax to no. +39 02-34.88.91.54.

For complaints other than those regarding payment cards or payment acquiring services, you may contact:

Complaints Office – Compliance Service
Corso Sempione, 55 – 20149 Milan, Italy

using the following form:

  • complaints form template

    or by sending:

  • An e-mail to: reclamiclientela@nexi.it
  • A certified e-mail (PEC) to: reclamiclientela@pec.nexi.it

Italian Banking and Financial Services Ombudsman (Arbitro Bancario Finanziario – “ABF”)

If you are unhappy with a service or you have not received feedback within the established time, you can submit an appeal to the Italian Banking and Financial Services Ombudsman (ABF):

  • Within 12 months from the time you submitted the complaint (also later if you have submitted the complaint again at a later date)
  • Appeals may not be submitted to the Italian ABF for disputes regarding transactions or conduct before 1 January 2009
  • For amounts up to 100,000 euros or with no amount limit, in the case of applications for verification of rights, obligations and entitlements
  • Whenever no attempts at conciliation or mediation are in progress, which a Customer has decided to pursue or remedy to the dispute has not been sought through the civil courts system.

For finding out how you can contact the Italian Banking and Financial Services Ombudsman (ABF), please consult the following documents:

or visit directly the website: www.arbitrobancariofinanziario.it

Conciliation procedure

You may also contact, without having previously submitted a complaint, one of the “associations” approved for conducting conciliation procedures and recognised by the Italian legal system through registration with the relevant registry held with the Ministry of Justice; these associations also include the Banking and Financial Services Conciliator.
For further details and the scope of services, you may consult the website: www.conciliatorebancario.it

The Italian Securities and Exchange Commission Ombudsman for Financial Services Disputes (ACF)

Please also note that, Consob (the Italian Securities and Exchange Commission), adopted resolution no. 19602 dated 4 May 2016, approving the setting up of the Consob Ombudsman for Financial Services Disputes (ACF), a tool for settling disputes between “retail” investors and intermediaries, whenever duties of due care, fairness, disclosure and transparency have been breached with which intermediaries are required to comply when offering investment services or collective asset management services.

You should also note that only investors may appeal to the ACF, for damages claims not exceeding 500,000 euros and that intermediaries are required to subscribe to the ACF. Use the following link to the website of this Authority for further details on the appeal procedure: https://www.acf.consob.it/web/guest/home

Complaints management activity report

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