Complaints - Mediobanca Group Homepage Main navigation Main content Footer MediobancaMediobanca About us What sets us apart Business model and divisionsInternational business Group structureGroup offices and companies Innovation and DigitalInvestments in innovation Innovation for clients New frontiers in technology Leadership Team Our history80 years Mediobanca Mediobanca Historical Archive "Vincenzo Maranghi" Mediobanca, Enrico Cuccia and a virtuous investment banking culture Historical buildings Fondazione Giancarla Vollaro Contacts GovernanceGovernance Our corporate governance model Business Ethics General MeetingsGeneral Meeting 2026 General Meeting 28 October 2025 Previous AGM records Board of Directors CommitteesRisks and Sustainability Committee Related Parties Committee Appointments Committee Remuneration Committee Committee instituted pursuant to article 18(4) of Articles of Association Statutory Audit Committee Leadership Team RemunerationRemuneration policy ESG-related KPIs Performance share scheme Management and Board pay Severance pay Long-term plans archive and ESOP Internal dealing ShareholdersConsultation Agreement between shareholders Share buyback programme Internal control and risksRisk management Main risks IT Risk e cybersecurity Governance reports and documents Contacts Investor RelationsInvestor Relations Merger of MB into MPS Investor kit Board S-D Engagement Investing in MediobancaStrategic Plan 2026-30 Last 10Y performance Acquisitions and disposals Financial resultsResults Presentations Financial press releases Financial calendar Mediobanca sharesKey share data Dividends Share buyback programme Changes in share capital Analyst coverage Funding and ratingRating Bond maturities and composition Covered bonds Green, Social and Sustainability Bond Framework Asset-Backed Security (ABS) Wealth Management deposits Products issued Capital solidityCapital management Pillar III Newsletter IR Contacts Responsible BankingResponsible Banking Our commitmentStrategy Sustainability Timeline Sustainability governance Priorities Relations with our stakeholders Protection of Human Rights Climate and environmentClimate change Diversity and inclusionOur D&I strategy Our human capital Talent Attraction Professional training and development WORDS book Bloomberg Gender-Equality Index (GEI) Valore D Carta ABI Parenting Fairness in remuneration systems Mental health and well-being Focus on clients and ESG offeringESG in our Group Responsible investments and ESG products Information Security Solidarity with our communityEducation and financial inclusion Social Inclusion Culture and research Documents IndexesOther Metrics for ESG Indexes News Contacts CommunicationCommunication Press releases News & events Awards Alert Mail Contacts Our PodcastsWORDS - What does it mean to speak inclusively Subtle community Work With Us Work With Us Why Mediobanca? 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Mediobanca Private Banking Fiduciary services – Spafid Mediobanca Product issued Mediobanca Certificates Mediobanca Premier Compass Gruppo Mediobanca Mediobanca Innovations Services Mediobanca Studies Fondazione Vollaro Homepage COMPLAINTS COMPLAINTS COMPLAINTS HANDLING The customer may file a complaint to the Bank through one of the following means: registered letter with return receipt to: Piazzetta Enrico Cuccia, 1 – 20121, Milan; e-mail address to: [email protected]; certified e-mail address to: [email protected]. Once it has received the complaint, the Bank will send the client confirmation that the complaint has been received and respond to it in due course, within the deadlines set by the applicable regulations. If the complaint is found to be justified, the Bank will inform the customer in writing, specifying the action it intends to take in order to rectify the situation. Alternatively, if the Bank finds the complaint to be unjustified, it will explain the reasons why the complaint was not upheld. The organizational unit responsible for managing complaints within Mediobanca is Group Legal, General Counsel & Institutional Relations. If the customer has not received a response by the deadlines provided or is not satisfied with the outcome, the customer, prior to taking any legal action, may contact: in the event of disputes on banking and financial services and transactions, the Banking and Financial Ombudsman (ABF). For further information on how to contact the ABF and the scope of its activity, the Customer may visit the ABF website www.arbitrobancariofinanziario.it or ask the Bank; in the event of disputes on investment services and activities, to the Ombudsman on Financial Disputes (ACF). For further information on how to contact the ACF and the scope of its activity, the Customer may visit the ACF website www.acf.consob.it or ask the Bank; In the event of disputes regarding insurance policies, the insurance ombudsman (AAS), or alternatively the FIN.NET financial dispute resolution network, of which the Insurance Company is a member or to which it is subject. For further information on how to contact the ombudsman and the scope of its activities, the customer may visit website www.arbitroassicurativo.org or ask the Bank for more details. In any case, the investor cannot waive the right to take legal actions and this right is always exercisable, also when the relevant contract provides clauses whereby disputes are devolved to different alternative dispute resolution bodies. In the event of initiating a civil mediation proceedings in compliance with the terms provided by the applicable laws and regulations, the Customer and the Bank may involve, even in the absence of any prior complaint filed, other bodies registered on the special register held by the Italian Ministry of Justice and specialised in banking and financial matters. The list of the mediation bodies is available on the website of the Italian Ministry of www.giustizia.it. In accordance with the provisions of Section XI of the Bank of Italy’s instructions dated 29 July 2009 “Transparency in banking and financial operations and services – correct conduct in relations between intermediaries and customers” and subsequent amendments, Mediobanca S.p.A. publishes a report on own website once a year describing the activity on handling complaints. Practical linksEU leaflet on payment services Current account guide (available in Italian only) Current account guide (in German) Practical guide to banking/financial arbitration (ABF) (available in Italian only) Practical guide to arbitration in financial disputes (ACF) (available in Italian only) Report on complaint management activity – FY 2025-26 (July - December 2025) Complaints were received from a total of 9 clients during the period under review, which break down as follows: Macro area Product No. of complaints As a % of total complain Average time to provide respons (days) Banking services 9 100% 57days Current account, deposit account and rechargeable card - - - Mortage and other financial products - - - Securities dossier 9 100% 57days Complaints not related to a specific product (e.g. organisational aspects, successions) - - - Investment services - - - Investment services - - - Payment services - - - Payment services - - - Insurance distribution - - - Insurance products - - - Outcome No. of complaints As a % of total complaints Upheld - - Upheld in part - - Rejected 9 100% Total 9 100% Go to the archive of previous report on complaint manag…