In 2021, the Arbitrator issued over 27,400 decisions (-28% compared to 2020), largely favorable to customers, who were reimbursed approximately 31 million euros (29 million euros in 2020).

In 2021, the Arbitrator issued over 27,400 decisions (-28% compared to 2020), largely favorable to customers, who were reimbursed approximately 31 million euros (29 million euros in 2020).

In 48% of cases, the outcome was indeed favorable to customers with full or partial acceptance of their claims, while in 17% of them the matter was declared moot following an agreement between the parties.

Despite the difficulties related to the pandemic emergency, the digitalization of the procedure and the support provided by the technical secretariats of the Bank of Italy enabled the Panels to carry out their activities regularly.

In 2021, disputes concerning payment services and instruments increased (+52%), also due to the greater diffusion of digital payments during the health emergency period, while appeals concerning salary assignment and interest-bearing postal bonds decreased (by 55% and 31%, respectively).

The new Provisions, which entered into force at the end of 2020, expanded the possibility of resorting to the Arbitrator for amounts up to 200,000 euros.

In 2021, the average duration of the procedure net of suspensions was 137 days, a value well below the 180 days provided for by the regulations.

For further details, we recommend reading the ABF report.