The Customer who needs clarification on questions or problems concerning him, or who wishes to file a complaint against the bank, can apply, in the first instance, to the personnel of his branch.
If the answer does not satisfy, you can write to the Complaints Office, which accepts the findings and reports, of any nature, presented by customers.
The letter can be delivered to any branch of the bank, which will send it to the Office, or sent by post to:
Banca del Monte di Lucca S.p.A. - Ufficio Reclami
presso Ufficio Reclami di Banca Carige S.p.A.
Via Cassa di Risparmio, 15
16123 GENOVA GE
The Complaints Office will answer in:
- 30 days for disputes related to banking and financial transactions and services
- 45 days for disputes related to the insurance brokerage activity inherent in the conduct of the Bank and its employees and collaborators
- 60 days for disputes related to services and investment activities
If the client is not satisfied with the reply received from the Complaints Office, he / she has the possibility to resort to the Financial Banking Arbitrator, to the Arbitrator for Financial Disputes, to contact IVASS or to activate a conciliation / mediation or arbitration procedure at the Financial Banking Conciliator: