Page 66 - Consolidated Non Financial Statement

Banca Ifis

| 2020 Consolidated Non-Financial Statement
Number of episodes of non-compliance concerning transparency 2020 2019 2018

In the area of information on products and/or services No. 0 0 2

In the area of advertising communications No. 0 0 0

Grievance mechanisms
Banca Ifis adopts several mechanisms to receive feedback and grievances from key stakeholders, and especially
employees, collaborators and professionals that work with the Group on a regular basis, as well as through complaints
from customers or debtors. These mechanisms help management identify potential inefficiencies, anomalies or issues
concerning business processes. Therefore, along with the controls, they help evaluate the effectiveness of the
management approach to the various topics.

Handling of complaints
The complaint represents not only a useful instrument to improve the quality of products, services, and customer
relationships, but also a way to monitor the conduct of the business functions and those that act on behalf of the Group
(such as the members of external networks), and thus keep the mutual trust between the Group and the Customer alive.
Complaints can concern the quality of products and services, as well as the respect for the principles of integrity and
fairness, compliance with regulations, non-discrimination, and activities to support entrepreneurship and financial
inclusion. In 2020, the Complaints Function devoted particularly close attention to customer complaints raised in
reporting situations of difficulty connected with the crisis such as, for example, cash flow problems, the need to
apply for moratoriums, difficulty in accessing credit and the impossibility of repaying pecuniary debts that had already
been impaired before the crisis.

The goal of the complaints handling process is to handle in an appropriate and timely manner any grievance
received from customers unsatisfied with the products and services provided or offered, taking corrective and
preventive actions to prevent any problem from recurring in the future. These actions can consist in specific initiatives
addressing the individual complaint or the activation of general solutions to address the causes underlying the individual
complaint or multiple complaints concerning the same area. To this end, all staff in charge of processing complaints
have been specially trained on regulations concerning the support measures implemented by the government to
support the financial difficulties caused by the national COVID-19 health crisis and have received specific instructions
on how to also facilitate the search for a customised solution with a view to granting voluntary support by the institute.

The complaints handling policy, applied at the Group level, sets the guidelines for handling the complaints received
by the Group's companies in an appropriate and timely manner based on the principle of the fair treatment of customers
and in accordance with applicable laws.

A Parent Company Complaints Office has been established, which ensures the centralised management of all
complaints, including those received by subsidiaries. The office dedicated to handling complaints receives complaints
and duly and impartially handles them, informing the business units concerned from time to time. The Complaints Office
has a dotted-line reporting relationship to the Legal and Corporate Management team and operates according to the
guidelines set by the latter.

58