In recent years, the Bank of Italy has strengthened the rules and controls relating to bank services and products, as well as the management of exposures and the support of alternative dispute resolution schemes.
With regard to improper conduct, in addition to sanctions on banks for regulatory violations, we have taken steps to eliminate anomalies and called for the restitution to clients of amounts unduly paid: in the three years 2014-16 approximately € million were reimbursed. The Banking and Financial Ombudsman (ABF) was established in 2009 to settle rapidly disputes between customers and financial intermediaries.