2025 bank customer complaints: fraud, credit, mortgages
Banca d'Italia's 2025 report details customer complaints against banks and financial companies, highlighting issues from consumer credit to payment fraud. The publication aims to inform citizens about available protection tools.
Complaint landscape of 2025
The 2025 report by Banca d'Italia provides an in-depth analysis of customer complaints, categorizing them into "privatistic" issues concerning relations with banks and financial intermediaries, and disputes related to debt exposures in the Central Credit Register.
Key findings include the most frequent subjects of complaint, their territorial distribution across Italy, and the profile of complainants.
The report also examines the outcomes of these complaints, offering insights into the effectiveness of the resolution process.
A dedicated section covers the first three months of 2026, providing an early look at emerging trends.
This comprehensive overview serves as a vital tool for understanding the dynamics of consumer-financial institution interactions and the areas requiring greater attention from both parties.
Deep dive into common grievances
The report dedicates a specific focus to several recurring customer grievances.
These include challenges in consumer credit, such as non-performance by suppliers or errors not attributable to the customer in finalized loans, and the growing phenomenon of "buy now pay later" (BNPL) services.
Mortgage-related issues, particularly concerning refinancing (surroga), and problems with current accounts, including portability, are also examined.
A significant portion addresses various forms of fraud, from unauthorized payment operations and quishing to instant bank transfer scams and the illicit use of Banca d'Italia's name.
The report also touches upon complaints related to crypto-assets and investment services.
Transparency meets evolving risks
This report is a crucial transparency tool, highlighting persistent vulnerabilities in consumer-bank relations.
While detailed, it underscores the ongoing need for robust financial literacy and proactive regulatory oversight to address evolving threats like digital fraud.
Its value lies in informing both consumers and supervisors about critical areas for improvement and fostering a more secure financial environment.