Complaints and Procedures

The Montepaschi Group has always been committed to meeting the needs of its customers, taking the utmost care to ensure their complete satisfaction.

In fact, the Bank's primary goal is to continually enhance the quality of its relationship with its customers, listening to their needs and identifying appropriate solutions in order to provide the product or service that best meets their preferences and requirements.

In some cases, however, the customer may feel that the service received did not meet their expectations. In such instances, they can contact their branch to discuss the reasons for their dissatisfaction and suggest possible remedies.
The Bank's branch staff are at the disposal of customers to respond quickly to their requests for information and assistance, or to find the most appropriate solution to any issues that may arise in their relationship with the Bank.

If the customer is unable to resolve the issue with their branch and requires further information or assistance, or wishes to make a complaint, they can use the communication methods described in the CONTACTS section. If, for any reason, it is not possible to obtain satisfactory answers or resolve the issue through these channels, the customer may submit a written complaint to the Bank's Complaints Department.
The simplest and quickest way to do this is by filling out the online form, providing a detailed description of the reasons for contacting the Bank.

Alternatively, the customer may make a formal complaint using the following additional methods by sending the appropriate form:

Please specify:

  • For individuals:
    • Name and Surname
    • Tax Code
  • For companies:
    • Company Name
    • Company Tax Code or VAT number
       
  • by direct delivery: Branch staff will collect the complaint and forward it to the Bank's Complaints Department.
  • by ordinary post to:

Banca Monte dei Paschi di Siena S.p.A.
Complaints Department
Piazza Salimbeni, 3
53100 Siena SI

It is important to complete the form in full and include the following in your complaint:

  • Customer identification details (name, surname, date and place of birth, tax code, address and, for companies, the company name and VAT number);
  • Branch of the business relationship;
  • Relationship identification number (current account, securities deposit, or other);
  • Contact telephone number and e-mail address where the customer can be reached;
  • Clear description of the product/service provided by the Bank and the reasons why the customer is dissatisfied;
  • Any documentation supporting the disputed facts.

Failure to provide this information may result in the complaint not being accepted. The Bank will respond to the customer within:

  • 60 calendar days for complaints regarding banking and financial products and services, as well as investment services, from the date of receiving the complaint;
  • 45 calendar days for complaints regarding insurance mediation services, from the date of receiving the complaint;
  • 15 working days for complaints regarding payment services, from the date of receiving the complaint.

If, in exceptional circumstances, the Bank is unable to respond within 15 working days for reasons beyond its control, it will send an interim response clearly stating the reasons for the delay and specifying the deadline by which the Payment Service user will receive a final response. In any event, the deadline for receiving the final response will not exceed 35 working days.

The data provided will be processed solely for the purpose of handling the complaint, in compliance with current privacy regulations, to ensure its security and confidentiality.

For further information, please read the general information notice.

For telephone enquiries regarding complaints, please refer to the CONTACTS section. Please note that such contact does not constitute an official complaint. The service is provided at the rates charged by the caller's operator.

Further information, in line with the Bank's principles of fairness and transparency, can be found in the document "Information on the handling of customer complaints".