In 2014 approximately 14.000 individual complaints were received and managed; approximately 11.200 claims were submitted to the ABF (10 per cent by corporate clients, 90 per cent by individuals); 65 per cent of the claims were ruled in favour of customers.
The information provided both through complaints and claims to the Ombudsman contributes to the off-site supervision of banks and financial intermediaries, a form of collective (ex-post) customer protection. Together with on-site inspections, it represents the basis for specific enforcement measures, which include sanctions, prohibitions and reimbursement orders.