Complaints

Intermonte has adopted suitable procedures to ensure the timely and orderly handling of complaints from clients about the provision of investment services and ancillary services.
Complaints must contain identifying information on the client, details of the service received from Intermonte, the particulars of the complaint, and must be signed by the client or an authorised signatory. Complaints may be sent via the following channels:

By post to "Intermonte SIM S.p.A., Galleria De Cristoforis, 7/8 - 20122 Milano (Italy)";
By email to compliance@intermonte.it;
By certified email to segreteria@pec.intermonte.it;
By fax to +39 02 7711 5304.

The client is notified of the outcome of the complaint in writing, where possible via the same channel used for submission, and within the terms specified in relevant legislation:

within 60 days of receipt by Intermonte for complaints concerning the provision of investment services and activities and of ancillary services;
within 30 days of receipt by Intermonte for complaints concerning the processing of personal data.

Securities and Financial Ombudsman (ACF)

If the client is not satisfied or has not received a response within the aforementioned term, they may appeal to the Arbitrator for Financial Disputes (ACF) about complaints concerning the provision of investment services and activities and of ancillary services.

The Arbitrator for Financial Disputes (ACF) was established by CONSOB through Resolution no. 19602 of 4 May 2016 and has been operational since 9 January 2017.

The ACF arbitrates on disputes concerning breaches by intermediaries of legal and regulatory obligations regarding diligence, propriety, disclosure and transparency in the provision of investment services.

The ACF is empowered to arbitrate on disputes between a retail investor and an intermediary, as identified by the ACF Regulation [Article 2, paragraph 1, letters g) and h)].

The ACF sets out to provide a quick and agile dispute resolution mechanism that avoids the need for retail investors to go to court when they have been unsuccessful in obtaining redress on complaints to financial intermediaries of which they are clients.

Recourse to the ACF is free of charge. Appeals are made online through the ACF website: the only requirement is to register and then log on to the personal area in order to file an appeal.
Right of recourse to the Arbitrator (ACF) cannot be waived and is always exercisable, even where clauses in investment contracts between the intermediary and the investor refer disputes to other non-judicial bodies for resolution.

Intermonte SIM S.p.A. comes under the purview of the ACF and ensures that any complaints received from its retail customers are assessed in light of guidance inferable from the Arbitrator's decisions. Moreover, in the event of non-acceptance, including partial, of such complaints by Intermonte, the investor will be provided with adequate information about the method and timescale for appealing to the Arbitrator.

For any further information, please refer to the ACF website.