IDEAS home Printed from https://ideas.repec.org/h/pal/pmschp/978-3-319-90294-4_6.html
   My bibliography  Save this book chapter

Complaining in Consumer Credit: Evidence from the Italian Financial System

In: Contemporary Issues in Banking

Author

Listed:
  • S. Cosma

    (University of Modena and Reggio Emilia)

  • F. Pancotto

    (University of Modena and Reggio Emilia)

  • P. Vezzani

    (University of Modena and Reggio Emilia)

Abstract

In many countries, Banking Authorities have adopted an Alternative Dispute Resolution (ADR) procedure in order to manage complaints that customers and financial intermediaries cannot solve by themselves. As a consequence, banks have had to implement complaint management systems in order to answer the requests of the customer. The growth rate of customer complaints has been increasing in the last years. This does not seem to be only related to the quality of financial services or to the lack of compliance of banking output. This chapter analyses the characteristics of complaints submitted directly to financial intermediaries by consumers regarding credit services. Subsequently, the analysis is extended to the characteristics of complaints received at the Banking Financial Arbitrator (BFA) and related to consumer credit. The analysis refers to the period 2013–2016, and it uses both confidential data collected by Assofin and public data collected by BFA. The aim of this chapter is to highlight how the behaviour of consumers submitting a complaint to a bank or an appeal to the BFA has changed over the years and to highlight the role of the current ADR approach and its main critical issues with specific concerns to consumer protection.

Suggested Citation

  • S. Cosma & F. Pancotto & P. Vezzani, 2018. "Complaining in Consumer Credit: Evidence from the Italian Financial System," Palgrave Macmillan Studies in Banking and Financial Institutions, in: Myriam García-Olalla & Judith Clifton (ed.), Contemporary Issues in Banking, chapter 0, pages 123-148, Palgrave Macmillan.
    • Handle: RePEc:pal:pmschp:978-3-319-90294-4_6
    DOI: 10.1007/978-3-319-90294-4_6
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:pmschp:978-3-319-90294-4_6. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.