Complaints
Procedure for handling complaints
- by letter:
- Hand-delivered to one of the relevant Branches, which will issue a receipt therefor;
- by sending it by ordinary or registered A/R mail to the address of the designated Complaint Office: Cherry Bank S.p.A. Complaints Office Via San Marco n. 11, 35129 – Padova (PD)
- by e-mail to the address reclami@cherrybank.it;
- by Certified Electronic Mail reclami@pec.cherrybank.it
The Complaint must contain:
- Generalities (first name, last name, date and place of birth, tax code, residence address and e-mail, fixed and mobile telephone number and, in case of a legal entity, company name, registered office address and the data of the legal representative);
- Identification data of the disputed claim or relationship;
- Subject of the dispute and reasons for it;
- Any documentation supporting the Complaint.
Interaction with the personnel in charge of handling complaints is free of charge to the Customer, subject to the costs normally associated with the means of communication adopted (e.g., cost of the telephone call at uncharged rates).
Cherry Bank S.p.A. will provide a written response by sending it to the address indicated by the complainant:
within 60 days of receipt of the complaint for disputes concerning banking and financial services other than payment services, including those concerning transparency and/or unfairness in the placement by the bank of unit-linked, index-linked (Class III) multi-branch (composed of Branch I and Branch III) or capitalisation transactions (Branch V) subscribed after 1 July 2007 and Branch I policies placed after 1 October 2018;
within 45 days of receipt of the complaint for complaints relating to insurance brokerage activities other than those identified in the previous point;
- within 15 working days for disputes concerning payment services. If the Bank is unable to provide a response within this period for reasons beyond its control, it will send an interim communication, indicating the reasons for the delay and specifying the deadline, which in any case shall not exceed 35 working days, by which the Customer will receive a definitive response. If the complaint concerns the exercise of the right to reimbursement of sums relating to payment transactions authorised and arranged on the initiative of the beneficiary or through the beneficiary, the above deadline is reduced to 10 working days from receipt of the request for reimbursement. In such cases, the Bank shall reimburse the full amount of the payment transaction within that period or provide a justification for refusing the reimbursement.
If the complainant is not satisfied with the responses provided by Cherry Bank S.p.A. or has not received a response within the legal deadline, they may refer the matter to the Banking and Financial Arbitrator, whose operating procedures are described in the practical guide available on the website www.arbitrobancariofinanziario.it. The purpose of this body is to settle, out of court, disputes arising with banks and financial intermediaries or, alternatively, contact the Financial Disputes Arbitrator (ACF) following the procedures indicated at www.acf.consob.it, or submit a request to the ‘Banking and Financial Conciliator’ mediation body which specialising in banking and financial disputes, in accordance with the procedures described at www.conciliatorebancario.it, or to other out-of-court dispute resolution bodies specified in the Complaints Management Policy below. With regard to disputes relating to the insurance brokerage activities carried out by Cherry Bank S.p.A., if the complainant is not satisfied with the outcome of the complaint or in the absence of a response from the intermediary or the company within the legal deadline, they may contact IVASS (www.ivass.it), as indicated in the additional DIP and MUP delivered before signing the contract and/or refer the matter to the Insurance Arbitrator (AAS), whose operating procedures are described in the practical guide available on the website www.arbitroassicurativo.org.