Your satisfaction is a daily goal for Fabrick and the handling of a complaint represents a moment of listening and attention that allows us to meet your needs and promptly identify any reasons of discomfort. We pay close attention to all your requests in order to provide you with clear answers and solve your problem.
You can file a complaint with Fabrick S.p.A. via the following communication channels:
Form
Certified e-mail
Postal address
Fabrick S.p.A. – Ufficio Reclami (Complaints Department), Via Corradino Sella 10, 13900 Biella (BI), Italy
Form
Certified e-mail
Postal address
Fabrick S.p.A. – Ufficio Reclami (Complaints Department), Via Corradino Sella 10, 13900 Biella (BI), Italy
Fabrick S.p.A. in order to uphold a complaints management process compliant with regulatory requirements, is committed to guarantee:
In case you are not satisfied with the answers provided or have not received an answer, we remind you that according to current legislation you have the possibility to contact:
Banking and Financial Ombudsman (Arbitro Bancario Finanziario, ABF)
The Banking and Financial Ombudsman is an out-of-court alternative dispute resolution (ADR) scheme for disputes between customers and banks and other financial intermediaries, concerning banking and financial transactions and services.It represents a more simple, rapid and cheaper solution than that offered by the civil courts.The ABF carries out its tasks and decides disputes as an independent and impartial body, assisted in its work by the Bank of Italy.For more information, you can:
Banking Ombudsman (even without prior compliant)
The Banking Ombudsman (Conciliatore BancarioFinanziario) is an association that offers various ways to address and solve issues between banking and financial intermediaries and their customers.You can contact this body, for example, in the event that you choose to rely on an independent third party, called a “mediator” (which will be chosen by the Banking Ombudsman itself), which will have the task of facilitating the parties’ attempt to reach a spontaneous agreement.For more information, you can:
Mode of sending reports to the Agency for Digital Italy (AGID) in terms of accessibility:
In case of unsatisfactory response or no response within thirty days from notification or request, the concerned party can submit a report using the following link: protocollo@pec.agid.gov.it
Please be mindful that it is mandatory, before taking any legal action, to try to reach a spontaneous agreement. For example, the aforementioned ABF and the Banking Ombudsman or any other organization recognized by the Italian Ministry of Justice can be used to perform this mandatory attempt at reconciliation.
For the resolution of cross-border disputes, it is possible to directly activate the designated foreign system by means of the FIN-NET procedure (by accessing the website: https://finance.ec.europa.eu/consumer-finance-and-payments/retail-financial-services/financial-dispute-resolution-network-fin-net_en).
In 2024, Fabrick recorded a total of 111 customer complaints. Although this number is higher than the previous year – which saw 5 complaints for Fabrick and 22 for Axerve – it is important to note that this increase is due to the implementation of a more accurate process for monitoring reports.
Complaint Analysis by Macro-Area
Complaints were classified by area as follows:
The main issues raised concerned:
Outcome of Complaints
From the overall analysis of the 111 complaints, the following outcomes were observed:
Response Times and Regulatory Compliance
The average time for managing complaints was 12 days, in line with regulatory requirements:
The analysis of 2024 data shows an increase in the number of complaints, which is attributable not to a deterioration in service, but to the improvement of internal monitoring processes. This development allowed Fabrick to more accurately identify issues reported by customers and promptly take specific corrective actions.
Fabrick remains committed to ensuring the quality of the service offered, continuously monitoring complaint trends and implementing all necessary measures to protect customers.