Your satisfaction and trust are our top priorities. For this reason, Unicorn Payment Srl strives daily to provide quality services.
If, despite our efforts, you feel that you have not received a service that met your expectations, please let us know.
Handling a complaint is a time for listening and attentiveness, allowing us to better address your needs and promptly identify the causes of any inconvenience.
We will pay the utmost attention to every request in order to provide timely and clear responses aimed at resolving your issue.
How to file a complaint:
To file a complaint with Unicorn Payment Srl, please complete the form available for download at the following link (please create the link to the attached form) and send it using one of the following methods:
- Email: reclami@unicornpayment.com
- PEC: reclami.unicornpaymentsrl@legalmail.it
- Post – by registered letter with acknowledgement of receipt. at the following address: Unicorn Payment Srl – Complaints Office – Piazza Cavour, 7 – 20121 MILAN (MI)
Response Times
Unicorn Payment Srl, in promoting a complaint management process compliant with regulatory provisions, undertakes to guarantee:
Maximum response times of no more than 15 business days from receipt of complaints regarding products and services relating to the provision of “payment services” for which the Company has received specific authorization from the Supervisory Authority. If, in exceptional circumstances and for reasons beyond its control, the Company is unable to meet this deadline, it is required to send the customer an interim response, clearly stating the reasons for the delay and specifying the deadline by which the customer will receive a definitive response. The deadline for receiving the definitive response cannot, in any case, exceed 35 business days from receipt of the complaint.
Other options – appeals and mediation
If you are not satisfied with the responses provided by Unicorn Payment or have not received a response, please remember that under current legislation you can contact:
Financial Banking Arbitrator (ABF)
The ABF is an out-of-court dispute resolution system that offers a simpler, faster, and more cost-effective alternative to going to court. It is an independent and impartial body that decides—in just a few months—who is right and who is wrong. For information on this system, you can:
- Visit the website – www.arbitrobancariofinanziario.it
- Call the toll-free number – 800.19.69.69
- Read the guide “ABF in simple words” in PDF format
Financial Banking Conciliator (even without a prior complaint)
The Financial Banking Conciliator is an association that offers various ways to address and resolve disputes between banking and financial intermediaries and their customers. You can contact this body, for example, if you choose to entrust the dispute to an independent third party, called a “mediator” (who will be selected by the Banking and Financial Conciliation body), who will be responsible for facilitating the parties’ attempts to reach a spontaneous agreement. For information on these systems, you can:
- Visit the website www.conciliatorebancario.it
- Contact the Banking and Financial Conciliation Office: Via delle Botteghe Oscure 54, 00186 – Rome – Tel. 06.674.821
- Send an email to associazione@conciliatorebancario.it
Please note that, before taking legal action, it is mandatory to conduct an “attempt at mediation,” that is, to bring the opposing party before one of the mediation bodies registered in the appropriate register and thus attempt to reach a spontaneous agreement. For example, the aforementioned ABF, the Banking and Financial Conciliator, and any other body recognized by the Ministry of Justice may be used to conduct this mandatory “mediation attempt.”
In any case, the right to submit complaints to the Bank of Italy remains unaffected, according to the established procedures and available on the website: https:\\www.bancaditalia.it/servizi-cittadino/servizi/esposti/