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Attention, improvement, consolidation

Our customer care represents the foundation for our corporate development, which is oriented towards a constant improvement of the quality of our services and the consolidation of the relationship with our customers.

Credits answers to complaints within 60 days if relating to banking and financial operations and services, within 45 days if relating to insurance products. For complaints regarding payment services, Creditis answers within 15 working days (in exceptional situations, if Creditis cannot answer within 15 working days, it will send an interlocutory answer to the customer explaining the reasons of the delay, as well as specifying a new term within which the customer will receive a definitive answer, in any case not exceeding 35 working days).

  • via e-mail to the e-mail address:;
  • via certified e-mail to;
  • via registered letter to the address: Creditis Servizi Finanziari S.p.A., Via Magazzini del Cotone, 17 – 16128 Genova.

Creditis Servizi Finanziari S.p.A. has identified in the Head of Legal & Corporate Affairs the person responsible for managing the complaints.

If the customer is not satisfied with the intermediary’s response, in compliance with the current norms, he or she may contact:

  • The Banking and Financial Ombudsman (“Arbitro Bancario Finanziario” – ABF) – which represents an independent, impartial and out-of-court alternative dispute resolution (ADR) under the supervision of the Bank of Italy and provided for by the Consolidated Banking Act (“Testo Unico Bancario”).The ABF offers a simpler and faster alternative to the court trial. Its decisions are not legal binding, however, should the intermediary not respect them, the failure to comply will be made public. Should the applicant’s request concern the disbursement of money at any title and as long as the disbursement does not exceed the sum of € 200.000,00, the dispute falls within the competence of the ABF. The ABF is articulated in 7 Colleges: Milan, Turin, Bologna, Rome, Naples, Bari and Palermo, whose competence varies respectively to the geographical areas.
    Creditis S.p.A provides its customers with the necessary information to benefit of this service both at the branches of the Banca Carige Group and at the intermediaries in charge of selling Creditis products, in joint with the practical guide.

  • Banking Ombudsman (“Conciliatore Bancario Finanziario”) – which offers the conciliation tool, in order to swiftly overcome possible criticalities and to reach an agreement in brief times with fixed costs.

For further information on this system you can also:

  • Procedure of equal conciliation between intermediaries and consumers – the conciliation procedure is the result of an agreement protocol underwritten by the signing consumers associations and Assofin (Italian Consumer and Real Estate Credit Association). This provides a further instrument to solve disputes between intermediaries and consumers alternatively to the ordinary justice, the civil mediation and the recourse to the ABF. The conciliation procedure works on a voluntary base. The consumer participates in the procedure through a consumer association, chosen by the consumer among those which have signed the protocol. The agreement reached by the parties is then submitted to the consumer, who is free to accept the proposed solution; the customer has the right to drop out of the conciliation at any moment.

For further information on this system you can also:

For further statistics on appeals: