Since 2014, a Bank of Italy directorate has been in charge of customer protection with the objective of strengthening the Bank’s analyses and interventions on supervised intermediaries in areas such as transparency and fair conduct, usury, money laundering, combating the financing of terrorism, and in stepping up initiatives to increase financial education for the general public; these initiatives have involved more than 600,000 students over the last few years.
Thanks to the contribution of our branches, we have improved our management of complaints − we processed more than 10,000 of them last year alone.