Complaints handling
Customers who are dissatisfied with the service received may submit complaints concerning their contractual relationship or claims handling by writing to info@giacintofacchetti.eu and providing the following information:
- first and last name, full address and telephone number of the person making the complaint;
- policy number and policyholder’s name;
- where applicable, the claim number and date to which the complaint relates;
- where applicable, the name of the person or persons whose conduct is being complained about;
- brief description of the reason for the complaint;
- any other information and documents useful for describing the circumstances.
Alternatively, complaints may be sent by fax to 02.54010528 or by registered mail with return receipt to:
Giacinto Facchetti Insurance Brokers S.r.l.
Via Cadore, 51 – 20135 Milano (MI)
The Company will handle the complaint and respond to the Customer within a maximum of 45 days from the date it is received.
If the complainant is not satisfied with the outcome of the complaint, or does not receive a response within the maximum period of 45 days, they may contact IVASS – the Insurance Supervisory Authority – Consumer Protection Service, Via del Quirinale, 21, 00187 Rome (fax: 06-42.133.745 - 06.42.133.353), providing the following information:
- complainant’s first and last name and address, and telephone number if applicable;
- name of the person or persons whose conduct is being complained about;
- brief description of the reason for the complaint;
- a copy of the complaint submitted to the company or insurance broker and any response received from them;
- any documents useful for describing the circumstances.
Complaints that do not concern the contractual relationship or claims handling, but relate to non-compliance with other provisions of the Insurance Code or its implementing regulations, may be submitted directly to IVASS using the procedures indicated above.