How do I make a claim?

How to submit a complaint

Do you need technical support or have a question?

Before submitting a formal complaint, please note that for assistance with using your Qonto account, to dispute a payment, request documentation or update your data, or simply to ask a question, our customer service is available via:

Chat
Email
Phone

For more information on how to contact our customer service, see here.

How to submit a formal complaint

If you believe that Qonto's service has not been satisfactory, you can submit a formal complaint through the following methods:

Regular email: reclami@qonto.com
PEC (Certified email): reclami.qonto@legalmail.it
Mail (registered or regular):
- Qonto, Complaints Office, via Meravigli 2, Milan (MI), 20121, Italy or
- Qonto, Claim Office, 18 Rue de Navarin, 75009 Paris, France.
  👉 Please note: these addresses are administrative offices where complaints cannot be submitted in person as legal teams or customer service are not present on site. For any support requests, please contact customer service using the dedicated channels described here: I need help, how do I contact customer service?

Complaint handling

Once the complaint has been submitted:

you will receive an acknowledgment of receipt within 3 business days;
you will receive a response within 15 business days from the date of receipt of the complaint;
in exceptional cases, you will receive a final response within a period not exceeding 35 business days from the date of receipt of the complaint.

Useful information before submitting a complaint

In your complaint, please include the following information:

first and last name or company name;
phone number and email address associated with the Qonto account;
description of the issue;
date when the issue arose;
desired resolution method.

For handling complaints submitted through legal representatives and/or customer representatives, please attach to the communication:

power of attorney signed by the represented party;
copy of a valid identity document of the represented party, choosing between Italian driver's license, passport or identity card.

For handling complaints submitted directly by customers, please send the communication:

from the email address associated with the Qonto payment account or
from the company's PEC address indicated in the Chamber of Commerce registry.

Appeal to the Banking and Financial Ombudsman

If you are not satisfied with the response or have not received feedback within the expected timeframes, you can contact the Banking and Financial Ombudsman (ABF):

Website: https://www.arbitrobancariofinanziario.it/
For more information, consult the ABF Practical Guide

Reporting

Annual reports on complaint handling are available in accordance with the Bank of Italy provisions on "Transparency of banking and financial transactions and services".

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