Il management dei reclami negli intermediari finanziari
Dal customer care, al contenzioso, alle procedure ABF
Manage complaints and litigation in banking and finance
What is the relationship between banks, financial brokers and the consumer world when it comes to complaint handling? And what role has the Banking and Financial Arbitrator (ABF) taken on in regulatory, supervisory and judicial trends? The course answers these questions through a solid and highly operational in-depth study that starts with litigation (how it arises, who promotes it, how to handle it), analyzes the role of consumers and their associations, discusses how to "deal with" a complaint before it turns into litigation, and how to stand in relation to the ABF.
The program provides the tools to handle disputes between financial brokers and their customers, highlighting all the business implications. It analyzes the different aspects of the issue in relation to the Banking and Financial Arbitrator (ABF) and provides management and normative / regulatory skills to make processes more effective and find the best location for crucial resources economically and in terms of reputation.
Who should apply
Those who would like to deepen and consolidate their skills on the topic of complaint and litigation management.
The program is open to heads of complaint departments of banks and financial brokerages; those working in marketing, legal, and institutional relations departments with exposure to and responsibility for managing relationships with consumer associations, ABF, and regulators.
SDA Bocconi Executive Education Certificate
To navigate the evolution of the macroeconomic landscape and organizations, it is essential to broaden your managerial skills. Education plays a central role in this process. Together with our Program Advisors, you can design the learning path that best suits your needs, choosing from various formats to shape your professional growth.
Program Advisory
Learning is never a linear journey—it is a path built together, combining specific learning needs with practical tools tailored to individual challenges. Contact our team of Program Advisors, and together we will design the ideal learning path for you or your team, ensuring alignment with your goals.
Your benefits:
A dedicated orientation meeting, either in-person or remotely, to identify learning needs and create a customized plan. Throughout the course, you will experience a tailored welcome to introduce you to the program and foster networking between participants and instructors. Upon completion, your evaluation will become a valuable contribution for continuous improvement of the offering.
How your organization benefits:
Advisory on the program with HR managers to analyze organizational needs and develop personalized projects. Ongoing progress monitoring and a final follow-up to share results and gather feedback, ensuring constant alignment with pre-set goals.
Get in touch with Cristina Popescu
Structure and contents
The program consists of 3 days, totaling 24 equivalent hours and is built on 3 pillars.
The operating scenario
Managing of complaints
The financial banking arbitrator
Calendar and information
Via Sarfatti 10, 20136 Milano
Calendar
- 13 - 15 ottobre 2026On campus07:00 - 16:00
Fees
€ 3.200 + VAT
The fee is net of VAT but includes teaching materials and working lunches.
Special payment terms
Bocconi Alumni
Bocconi Alumni are entitled to a 20% reduction on participation fees. To take advantage of the discount, please enter your Alumnus status when registering by indicating “ALUMNI 20” in the notes section. Remember that without this indication, the discount will not be applicable.
Women are good for business
To foster and contribute to women’s professional development, SDA Bocconi School of Management offers them until 8 March 2027 a 20% discount on the participation fee for all Executive Open Programs and Executive Online Programs.
Multiple enrollments
Companies, institutions and public bodies that enroll at least 3 participants in a single program are granted a 20% discount for each registration fee. The concession is not applicable for personal enrollment and must be formalized by the start date of the course.
Corporate education programs
In the case of learning needs involving several resources of the same company enrolled in more than one program, it is possible to define a customized plan from the specific needs of the organization. In this case, our Program Advisors are available to build with the client organizations ad hoc training plans with special pricing.
Partnerships and channel agreements
SDA Bocconi offers the possibility to initiate collaborations that allow them to expand the portfolio of educational trainings to be offered to their members. In this case, the School is available to evaluate partnerships and channel agreements so as to respond in a timely manner to the specific needs of the organization.
By attending at least 80% of the classes, you will receive a certificate of participation in the program and a digital badge to share with your network on LinkedIn.
Program direction
Turning complaint into opportunity is the new frontier of customer care. And knowing how to manage litigation effectively is essential to freeing up resources and protecting corporate reputation. We want to put you in the best position to develop this aspect of customer service and make it an integr...
