Banking business

  • Bank clients (no.)In 2012, the number of the bank clients decreased by 2%, a decline that was observed in all countries.
  • The vast majority of bank clients are private individuals: companies only account for 0.3% of the total.

Bank complaints

The complaints management processes of the various Group banks are organised differently, due in part to the legal requirements of the different countries. All of the banks have various methods by which clients may lodge a complaint (including by letter, fax, telephone and email) and a specific department that is responsible for handling and analysing complaints and monitoring business activities in order to identify possible remedial actions. Complaint management procedures are very similar across all Group banks. The responsibility for management is entrusted to a department that collects, analyses and forwards the complaints to the business units concerned in order to identify an appropriate solution. This department monitors the status of complaints and prepares communications to the supervisory bodies and periodic reports to Top Management.

 

 

 

BANK COMPLAINTS
CountryReceivedAcceptedAccepted/Received
201120122011201220112012
Italy 347 317 41 52 11.8% 16.4%
Austria 142 165 142 165 100.0% 100.0%
Germany 9,134 7,780 2,416 1,994 26.5% 25.6%
Switzerland 75 70 40 16 53.3% 22.9%
TOTAL 9,698 8,332 2,639 2,227 27.2% 26.7%
  • In 2012 the number of complaints received by banks declined by 14% over the previous year with a widespread reduction in all countries, except for Austria, where complaints increased by 16.2%. The number of complaints showed a fluctuating trend, with significant reductions interspersed with a slight increase in 2011.
  • Only 26.7% of complaints received (a little over one in four) were accepted. 89.5% of these complaints related to Germany, where a decrease of 17.5% in the number of complaints accepted was, however, recorded.

CHANGE IN NUMBER OF COMPLAINTS RECEIVED 2009-2012

The main reasons cited in the complaints are: operational errors or alleged operational errors committed by the bank in applying rates or delays in executing orders received; the failure of products to meet customer needs or expectations; limited or incomplete information relating to after-sales service; dissatisfaction with investment performance; lack of assistance provided by the branch, by telephone or via email; and commission expenses considered to be too high.

 

 

 

 

 

Bank disputes

As at 31 December 2012, the Group's banks in the area under review were involved in 644 disputes which are currently in different phases of resolution. As already noted with regard to the insurance business, this number includes both passive and active disputes.

PASSIVE BANK DISPUTES
CountryNumber of disputesValue of disputes
(thousand euros)
2011201220112012
Italy 17 23 2,518 5,078
Austria 0 0 0 0
Germany 312 515 31,342 56,124
Switzerland 29 nd nd nd
Totale 358 538 33,860 61,202
  • The value of BSI disputes is not available for reasons of confidentiality.
  • In 2012, a total of 538 cases were brought against Group banks, with an increase of 50.3%. In particular, their overall value increased by 80.8%, which for the purposes of this report is calculated as the amounts claimed by the counterparty.

The main sources of dispute relate to alleged inefficiencies in the management of bank products, alleged irregularities in operations or investment services provided by the bank and market losses, the responsibility for which has been assigned to the banking institutions by the claimants.