(Teleborsa) – In 2020 the Bank of Italy has received 11,230 exhibited on alleged behaviors anomaly of banks and financial intermediaries, an increase of 36% compared to 2019 and in 45% of cases the results of the exams went in favor of the customer (in whole or in part, also following the discussions of the Bank of Italy with individual intermediaries. 49% of the complaints concerned loans – mainly due to problems in accessing the measures adopted during thesanitary emergency in support of families and businesses – more than 6,500 were exposed related to the Covid-19 epidemic since the start of the lockdown in April 2021. This is what emerged from the relation of via Nazionale on the complaints of customers of banks and financial companies. The introduction in 2021 of artificial intelligence systems, underlined the Bank of Italy, will further strengthen the ability and timeliness of analysis of complaints, also in view of the launch of initiatives on the regulatory, control and financial education front.
Meanwhile, the number of customer complaints also increased in the first quarter of 2021 (+ 9% compared to the corresponding period of 2020). During the pandemic, explained the Bank of Italy report, economic difficulties and inconveniences of users due to the closure temporary of bank branches. In 2020, the complaints related to the granting of financing recorded a strong increase compared to the previous year (70%), mainly attributable to reports connected with Covid (in particular on mortgage loans and guaranteed loans). The reports on funding instruments (eg deposit and current account) were about 20% of the total (up 28% compared to the previous year). 14% of the complaints concerned payment instruments and services: in particular in this area there was a strong increase (+59 compared to 2019), mainly linked to the use of credit cards e wire transfers during the pandemic. Last year was also characterized by a significant increase in reports relating to scams online, especially those on digital payments. The acceptance rate of reports by intermediaries, it rose to more than 50% for some types, such as the release of a copy of documentation, the transfer and termination of the relationship, the blocking of operations, as well as the application of the moratoriums introduced by the regulations on health emergencies .
“2020 was a difficult year for customers in relations with banks and financial intermediaries, especially due to the effects of the pandemic”, underlined the Governor of the Bank of Italy. Ignazio Visco, introducing the report on the complaints of customers of banks and financial companies. “The Bank of Italy – he explained – has strengthened listening channels also through interventions organizational: set up a Department dedicated to customer protection and financial education and activated a direct method of dialogue with citizens that made it possible to help them navigate the various emergency government measures offered to the public, to intercept application problems, strengthen the intervention action towards intermediaries to promote greater transparency and fairness in the management of requests for support “.” The objective of this report – he concluded – is to inform citizens, consumer associations, intermediaries, institutions on the activity carried out in the management of complaints and allow customers to acquire a greater awareness of their rights in relations with intermediaries, of the protections that can be activated and of the powers of the supervisory authorities “.