Within the meaning of the Supervisory Provisions of the Bank of Italy of 29 July 2009 pertaining to the “Transparency of financial and banking transactions and services - correctness of the relationship between intermediaries and their clients” together with any amendments made, a report about activities in the area of complaint management in connection with banking and financial transactions and services is drafted and published on an annual basis.
In 2020, Western Union International Bank GmbH registered and managed 167 complaints from consumers, which referred to the execution of online money transfers in Italy. 42 complaints were upheld and 125 complaints were not upheld. All 167 complaints have been resolved and closed.
In 2020, Western Union Payment Services Ireland registered and managed 98 complaints from consumers, which referred to the execution of retail money transfers in Italy. 26 complaints were upheld and 72 complaints were not upheld. All 98 complaints have been resolved and closed.