Process Overview

If your issue remains unresolved after contacting Customer Service, or if you are not satisfied with the response, you may submit a formal complaint. A formal complaint may also be submitted without prior contact with Customer Service.

Response time: iMile will provide a written response within 45 days of receiving your complaint.

If you are satisfied with our response, your case will be closed.

If you are not satisfied, or if you do not receive a response within 45 days, you may proceed to the conciliation procedure.

The conciliation procedure provides an opportunity for both parties to reach an amicable settlement.

Processing time: The conciliation procedure should be completed within 60 days after the application is submitted.

If a settlement is reached, the case will be closed.

If no settlement is reached through conciliation, you may apply to AGCOM for dispute resolution.

Application deadline: The application must be submitted within 90 days after the conciliation procedure ends.