Complaint & Appeal: templates and forms
18 forms available to fill out or download.
Delivery reminder and termination for goods not delivered (Italy)
For a consumer in Italy who paid for an online order, or for goods to be delivered home, and has not received them by the promised date or, failing one, within 30 days: you invite the seller to deliver by a new, appropriate deadline and announce that otherwise you will terminate the contract and ask for everything paid back (Article 61 of the Italian Consumer Code). The risk of loss in transit stays with the seller until delivery (Article 63). Send this Italian letter by registered post with proof of receipt or by PEC to the seller’s certified address.
Claim for compensation for a cancelled or delayed flight or denied boarding (Italy)
For a passenger whose flight was cancelled with less than 14 days’ notice, arrived three hours or more late, or who was denied boarding: you ask the airline that operated the flight for 250, 400 or 600 € per person, depending on distance (EU Regulation 261/2004), unless there were extraordinary circumstances. It covers flights leaving an EU airport and flights into the EU on a European airline. Many airlines offer a free online form; with no answer within six weeks, a complaint to Italy’s civil aviation authority ENAC is free and online. This Italian letter goes by registered post with proof of receipt, or by PEC if the airline has a certified address.
Written complaint to a bank (Italy)
A complaint to the bank costs nothing, and many banks have an online form or a PEC address for their complaints office. This letter, in Italian under Italian law, is for writing it yourself: it describes the problem – an undue charge, an unexpected cost, a service not provided – states what you ask for and, if needed, copies of documents (article 119(4) of the Italian Consolidated Banking Act). It is the step that opens a claim to the Arbitro Bancario Finanziario, filed online for a €20 fee. Send it by registered post or by PEC.
Complaint to the patient relations office of an Italian health authority (Italy)
An Italian written complaint, in Italian, to the public relations office (URP) of a local health authority (ASL), a hospital trust or an accredited facility, about a poor service or conduct in care: the patient or a relative gives the ward, the date and the facts and asks for checks and a written answer within the time set by the authority’s service charter. Many authorities have their own free complaint form. Send it by PEC, registered post with proof of receipt, or by hand. It holds health data, so it is sold blank and filled in by hand.
Complaint to an insurance company (Italy)
For a policyholder, insured person or injured party in Italy who disputes with an insurer a claim left unpaid or paid in part, a delay, a wrong premium or an agent’s conduct: the written complaint to the insurer’s complaints office is the first, free step. If within 45 days there is no answer or it does not satisfy, since 15 January 2026 you can turn to IVASS’s Arbitro Assicurativo, online, for a 20 € fee refunded if you win. Insurers also offer a complaint form on their websites. Send this Italian letter by PEC to the insurer’s certified address or by registered post with proof of receipt.
Complaint to a phone, internet or pay-TV operator (Italy)
For anyone in Italy with a landline, mobile, internet or pay-TV contract who disputes a bill, a charge never asked for, a fault, a slow line or a botched switch to another operator: the written complaint to the operator is the first step, and the operator must answer within 45 days. If the answer does not satisfy you, conciliation on AGCOM’s ConciliaWeb platform, through your region’s CORECOM, is free, online and compulsory before going to court. Send this Italian letter by PEC to the operator’s certified address or by registered post with proof of receipt; the complaints channel in the service charter also counts.
Price reduction or termination for a defect not repaired (Italy)
For a consumer in Italy who has already asked the seller to repair or replace a faulty product, without result: you ask for a proportionate price reduction, or declare the contract terminated and ask for the whole price back (Articles 135-bis and 135-quater of the Italian Consumer Code). It applies if the seller refuses or does not act within a reasonable time, if the defect comes back or if it is serious. Italian consumer associations also offer free models. Send this Italian letter by registered post with proof of receipt or by PEC to the seller’s certified address.
Disputing a payment reminder or a debt collector's claim (Italy)
For anyone in Italy who receives a payment reminder – often from a debt collection agency, for an old, unknown or already paid debt – and wants to dispute it in writing. The letter, in Italian under Italian law, states the chosen ground (debt not recognised, already paid or time-barred), asks for the documents proving the debt and the agency's standing, including any assignment of the debt (article 1264 of the Italian Civil Code), and for access to your personal data (article 15 GDPR). Send it by registered post or by PEC.
Disputing unauthorised payment transactions with your bank (Italy)
For an account or card holder in Italy who finds charges they never made or authorised (cloned or stolen card, phishing, unknown transfers): you dispute them with your own bank – not the merchant – without delay and at the latest within 13 months of the debit (Article 9 of Italian Legislative Decree 11/2010), and ask for a refund by the end of the next working day (Article 11). Block the card first through the bank’s free number. If the bank rejects the complaint, the Arbitro Bancario Finanziario decides online for a 20 € fee. Send this Italian letter by PEC to the bank’s certified address or by registered post with proof of receipt.
Request to an Italian regional ombudsman (Italy)
An Italian letter, in Italian, to the regional ombudsman (difensore civico), or the provincial territorial one where it exists, asking for free intervention with a regional or local administration that does not answer, delays or acts improperly: it sums up the facts, the steps already taken (complaint to the URP, reminders) and the request. It also serves against a refusal of access to documents, within 30 days. Many ombudsmen have a free form or online service. Send it by PEC, e-mail or registered post with proof of receipt.
Written complaint to an electricity, gas or water supplier (Italy)
For anyone in Italy with an electricity, gas or water contract who disputes a bill, a catch-up charge, a wrong meter reading or a poor service: the written complaint to the supplier or water operator is the first, free step, and without it the conciliation procedure is not open. For electricity and gas the supplier must give a reasoned reply within 30 days; if it does not satisfy you, the ARERA conciliation service is free, online and compulsory before going to court. The supplier also offers its own complaint form. Send this Italian letter by PEC to the supplier’s certified address or by registered post with proof of receipt.
Appeal to the Prefetto against a traffic fine (Italy)
An appeal to the Prefetto is free, on plain paper and has no set form; many Prefetture and the consumer association Altroconsumo publish free models. This is a ready-made appeal in Italian for the driver or owner contesting a fine under the Italian Highway Code: the ticket's details, your own grounds, a request to be heard and to have the fine dismissed. It must be lodged within 60 days of service, by registered post, PEC or by hand, with the Prefettura of the place of the offence or the police body that issued it, and only if the fine is unpaid.
Two-year limitation defence on an electricity, gas or water bill (Italy)
For a household, micro-business or professional customer in Italy who receives an electricity, gas or water bill for consumption more than two years old, often a balancing bill. Many suppliers have a free form for raising limitation; this letter, in Italian under Italian law, does the same in writing: it identifies the bill and the amount, raises the two-year limitation (law no. 205/2017), asks for a corrected bill and announces payment of the part not time-barred. Send it by registered post or by PEC.
Package-holiday complaint and claim for a ruined holiday (Italy)
For a traveller who bought a package holiday from an Italian organiser – flight and hotel, cruise, organised tour – and found services other than those promised: you ask the organiser for a price reduction, reimbursement of expenses and damages, including damages for a ruined holiday (Articles 42, 43 and 46 of the Italian Tourism Code). Defects must be reported promptly during the trip, to the organiser or the travel agency; damages are claimed within three years of returning. Italian chambers of commerce publish free guides on package travel. Send this Italian letter by PEC to the organiser’s certified address or by registered post with proof of receipt.
Complaint to the public relations office of an Italian public body (Italy)
An Italian written complaint, in Italian, to the public relations office (URP) of a municipality, a region, INPS, the Revenue Agency or another public body, about a poor service, a delay, improper conduct or a stalled case: it sets out the facts and asks for checks and a written answer within the time in the service charter. Many bodies have a free complaint form or online service. Send it by PEC, e-mail or registered post with proof of receipt. A complaint does not stop the time limits for challenging a decision.
Repudiating a contract you never asked for (energy, phone) (Italy)
For anyone in Italy who finds a contract in their name that they never asked for – electricity or gas moved to another supplier, a phone line or service switched on, a subscription – often after a phone call or doorstep visit: you repudiate the contract and ask for it to stop, for the bills to be cancelled and for a refund. A consumer owes nothing for an unsolicited supply, and silence is not consent (Article 66-quinquies of the Italian Consumer Code). For electricity and gas, ARERA has a restoration procedure; Altroconsumo publishes a free model. Send this Italian letter by PEC to the company’s certified address or by registered post.
Accident report and damage claim to a motor insurer (Italy)
For anyone whose vehicle was damaged in a road accident in Italy: a letter in Italian reporting the accident and claiming compensation, either from your own insurer (direct compensation, art. 149 of the Italian Private Insurance Code) or from the insurer of the driver at fault (art. 148), with the details the law requires: tax code, circumstances, and the place, days and hours for the damage assessment. Damage to property only, not injuries. Your own insurer must be told within three days (art. 1913 of the Civil Code); send it by registered post or PEC, with the CAI joint report if completed.
Request for repair or replacement under the legal guarantee (Italy)
For a consumer in Italy whose purchase, made in a shop or online, breaks or does not work as it should within two years of delivery: you ask the seller – not the manufacturer – to repair or replace it free of charge (Articles 128 ff. of the Italian Consumer Code). If the defect appears within a year of delivery, it is presumed to have existed then. The Italian business ministry (MIMIT) explains the legal guarantee free on its website; no particular form is required, but a written request proves the date and content. Send this Italian letter by registered post with proof of receipt or by PEC to the seller’s certified address.
Can't find the document you need? Ask for it, free of charge — we write the forms and letters people ask for. Request a document