Complaints (Italy)

Swan was created to stay close to you, and opportunities for dialogue are important to us so we can improve. If you have something to tell us, write to us here.

If you are a customer and you are not satisfied with the support you received, you can submit a complaint through the following channels:

• Registered mail (with return receipt) to: Swan, Complaints Office, Via Generale Gustavo Fara, 35 – 20124 Milan.
• Standard email to requisition@swan.io from your registered email address.
• Certified email (P.E.C.) to swan.io@unapec.it.

Our Complaints Office team will respond as soon as possible and in any case within 15 working days.

In exceptional situations, if it is unable to respond in time for reasons beyond its control, it will send you an interim reply explaining the reasons for the delay and the deadline by which you will receive a final response.

Please note that complaint handling is free of charge for the Customer, without prejudice to any costs normally associated with the chosen communication method and charged by third parties.

Other options – appeals and mediation

If Swan’s responses do not satisfy you or you have not received a response, please remember that, under applicable law, you may contact the Banking and Financial Ombudsman (ABF).

The ABF is an out-of-court dispute resolution system that offers a simpler, faster, and more economical alternative to going to court.

The ABF is an independent and impartial body that decides, within a few months, who is right and who is wrong.

For general information about this system and specific information about appeals that have been filed, you can:

Please note that, before taking legal action, it is mandatory to attempt “mediation”, meaning summoning the counterparty before one of the mediation bodies registered in the relevant Register and attempting to reach an amicable agreement. For example, the above-mentioned ABF, the Banking and Financial Conciliator, and any other body recognized by the Ministry of Justice may be used to carry out this mandatory “mediation attempt”.

• Visit www.arbitrobancariofinanziario.it
• Call the toll-free number 800.19.69.69
• Consult the Banking and Financial Ombudsman guide “ABF in plain words” PDF