ABF AND DISPUTE RESOLUTION

Braino.AI

At Braino.AI, we take customer feedback and complaints very seriously. If you wish to send us a complaint regarding our payment services, you can follow the procedure outlined below.

How to file a complaint

You can submit your complaint:

• •Via email: [email protected]
• •By mail: Via Ippodromo 56, 20151 Milano (MI)

The complaint must include:

• •Full name
• •Contact details to receive a response
• •Detailed description of the reason for the complaint and the date of the facts
• •Any attached documents

Response times

We will provide you with a response within 15, or max 30 days (in case of exceptional circumstances) of receiving the complaint. In case of delays or need for further investigation, you will still be informed about the status of your case.

Contacting the Banking and Financial Arbitrator (ABF)

If you are not satisfied with the response received, or if you do not receive a response within 60 days, you have the right to contact the Banking and Financial Arbitrator (ABF). The ABF is an independent and impartial body that resolves disputes between customers and financial intermediaries simply, quickly, and at low cost. You can contact the ABF only after having submitted a complaint to Braino.AI and, in any case, within 12 months from our response or from the end of the 60-day period. The ABF can handle disputes related to payment or electronic money services and operations, but not disputes related to operations that occurred more than six years before, or to complaints not preceded by a report to the intermediary.

Useful links:

Filing an appeal with the ABF