Complaints
The customer can submit a formal complaint to the designated office using one of the methods indicated on this page.
How to contact us if you have a problem with your App
For any issues related to the functioning of your App, please use the official channels:
- Contact Customer Service at 800.694.950 (from abroad 02.98.67.00.60)
- Send an email to info@tinaba.it
How to file a complaint with Banca Profilo
If you need to file a formal complaint regarding banking and financial products offered by Banca Profilo through the Tinaba app, you can do so using the following methods:
- Registered mail with return receipt sent to the Bank’s registered office address listed in the Companies Register: Via Cerva, 28 – 20122 Milan
- Certified email (PEC) to the following address: canalidigitali_bprofilo@legalmail.it
When will you receive a confirmation?
Once we receive your complaint, we will send you a confirmation:
- Within 60 days for complaints regarding banking and financial operations and services, or investment services
- Within 15 business days for complaints regarding payment services
If the complaint is considered valid, the Bank will notify the customer in writing, specifying the technical timeframe within which it undertakes to resolve the reported issue.
If the complaint is considered unfounded, the Bank will explain the reasons for its rejection.
The data you provide will be processed exclusively for purposes strictly related to responding to your communication, in compliance with applicable privacy laws (Italian Data Protection Code – Legislative Decree 196/03 – EU Regulation 2016/679), in a manner that ensures data security and confidentiality.
Who to contact in case of no response
- Arbitro Bancario Finanziario (ABF)To learn how to contact the ABF, you can visit the website www.arbitrobancariofinanziario.it or ask at the Bank of Italy branches.
- Conciliatore Bancario Finanziario to request a conciliation serviceFor more information on how to contact the Conciliatore, visit www.conciliatorebancario.it
- You can contact the Arbitro per le Controversie Finanziarie (ACF), established at Consob. The right to appeal to the ACF cannot be waived and is always exercisable, even if there are clauses assigning disputes to other alternative dispute resolution bodies.Use the forms available at www.acf.consob.it
- You may contact the Conciliatore Bancario Finanziario – Association for the settlement of banking, financial and corporate disputes, or another mediation body registered in the appropriate register held by the Ministry of Justice and specialized in banking and financial matters.The rules of the Conciliatore Bancario Finanziario are available at www.conciliatorebancario.it
Useful Links
We provide a list of links that may be useful to you:
- Financial Banking Arbitrator: www.arbitrobancariofinanziario.it
Practical guide to the Financial Banking Arbitrator. To consult the guide, click here. - Financial Disputes Arbitrator: www.acf.consob.it
“How the ACF works.” To consult the brochure, click here. - Financial Banking Conciliator: www.conciliatorebancario.it
For the Regulations, click here. - List of Mediation Bodies: www.giustizia.it