Complaints

Pursuant to ASIF Regulations no. 1 and no. 3, the Customer or the Supplier may submit a complaint or claim to the Institute by using the appropriate form (click here), which must also then be submitted by:

• Registered letter with acknowledgement of receipt addressed to:
  Istituto per le Opere di Religione
  Cortile Sisto V
  00120 Città del Vaticano

• Email to:
  [email protected]

• Hand delivery to the Institute

• Telematically, through:
  IOR Portal

In any event, any document submitted by a Client or a Supplier containing the following essential elements will be considered a complaint:

• Full personal data of the Client or Supplier (if a natural person) or of the legal representative (if a legal person) making full identification possible
• An accurate description of the object of the complaint
• Reasons for the complaint
• Request for a resolution proposed by the Client or Supplier
• Account number to which the complaint refers, where it exists  (not required in the event of a complaint submitted by a supplier)
• Attached copy of the complainant’s identity document

GENERIC COMPLAINTS
Pursuant to ASIF Regulation no. 1 it is possible to submit a complaint or claim against the Institute in connection with activities of a financial nature provided by the Institute.

In such cases, the Institute is obliged to respond within 60 working days from the date of receipt of the complaint.

If the complaint in question is considered well-founded, the Institute shall notify the complainant in writing, indicating the actions planned to resolve the reported problem. Even if the Institute deems the complaint to be unfounded, the Institute still has an obligation to notify the complainant in writing, stating the reasons why the complaint has been rejected.

COMPLAINTS CONCERNING PAYMENT SERVICES
A complaint may be submitted concerning the payment services provided by the Institute and subject to ASIF regulation no. 3.

In this case, the Institute is required to respond within 15 working days from the date of receipt of the complaint. If the Institute is unable to respond within 15 working days for reasons beyond its control, an interim response will be drafted for the complainant, explicitly stating the reasons for the delay in responding to the complaint and specifying the deadline by which the complainant will receive a final response. In any case, the final response will be sent to the complainant within 35 working days of receipt of the complaint.

If the complaint is considered well-founded, the Institute must inform the complainant in writing, also specifying the actions planned to resolve the reported problem. Even if the Institute considers the complaint unfounded, the obligation of the Institute to notify the complainant in writing, stating the reasons for not accepting the complaint, still applies.

If the complainant is not satisfied with the outcome of the complaint or has not received a reply within the deadline, an appeal may be lodged with the Financial Intelligence and Supervision Authority (ASIF).