The purpose is to raise intermediaries’ awareness of the need to take the necessary precautions to prevent possible inconveniences to customers and to enable them to fully understand the effects of the transfer of their legal relationships so that they can assess whether to continue the relationship with the new intermediary and/or to modify it, based on their rights (e.g. the right to renegotiation, subrogation, withdrawal, early termination).
(Only in Italian)
Bank of Italy has conducted a pilot mystery shopping exercise at the counters of a number of banks to check how a current account is offered
Ha dunque pubblicato gli esiti dell’esercizio pilota, insieme ad alcune raccomandazioni rivolte alle banche per migliorare la qualità del servizio offerto ai cittadini.
Valutata la positiva esperienza maturata con l’esercizio pilota, la Banca d’Italia continuerà ad utilizzare il mystery shopping come strumento di controllo nella sua funzione di vigilanza di tutela del cliente.
