UBI Banca Group

applications received were processed during the year with only 39 settled in favour of the
customer.
The data for complaints contested in 2011 is as follows: 78 applications to the Financial
Banking Arbitrator; five applications to the Banking Ombudsman; four applications to the
Consob Chamber of Reconciliation and
Arbitration.
Distribution of complaints received in 2011 by network
distribution unit of the network banks
Less than 60% of network bank outlets 11
were involved in official complaints:
- 41% received no complaints during the
whole of the year;
- 18% received one complaint only;
- 14% received two complaints;
- 27% received an average of 6.07
complaints annually.
18%
41%
14%
27%
Again in 2011 data on complainants
Oultets with over two complaints per year
Outlets with two complaints per year
showed that over 94% were from
Outlets with one complaint per year
Outlets with no complaints
customers with active accounts with the
Group’s network banks, while the remaining portion were presented by non customers. What
emerges is an indicator of the frequency of complaints from existing customers of a little over
eleven complaints for every 10,000 customer relationships. The figures available for the sector
nationally (source: Italian Banking Association) show a percentage of complaints for the
network banks of the UBI Banca Group of a little over 3%, significantly less than the market
share of the Group in terms of branches (5.6%).
11 Bank outlets: branches, mini-branches, corporate banking units, private banking units, company branches, treasury branches
and other operating units at the service of customers.
56