HOW TO FILE A COMPLAINT
Before bringing your complaint to the Banking Ombudsman's attention, it is essential that you first try to find a satisfactory solution directly with your bank, following the procedure set out below:
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The first step in order to file a complaint with
the Banking Ombudsman, is to submit it directly to the person who is responsible within
your branch (e.g. Department Supervisor, Branch Manager). He/she will always be ready
to listen to your problem and to help, because it is his/her aim to provide you with the
best possible service. Normally, he/she will have to provide you with a response to your
complain within ten (10) working days. |
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Most customers� complaints are resolved by the bank
itself. However, if you are still not satisfied with the response of the Bank�s Customer
Service Department or the ten working day time limit has expired without having received
an answer, you may, within one month at the most (commencing from the bank/s
response or from the expiry of the ten working day time limit) bring your complaint to the
Banking Ombudsman. |
WHAT THE BANKING OMBUDSMAN CAN EXAMINE
The Banking Ombudsman examines complaints or disputes related to the provision of
banking services to private individuals (i.e. deposit accounts, loans, issuing cheques,
cards etc.) by the banks covered by the scheme.
WHAT THE BANKING OMBUDSMAN CANNOT EXAMINE
Events that have occurred prior to March 15, 1999, that is, before the Banking Ombudsman scheme started examining complaints.
Complaints not filed with your bank (Branch Manager, Customer Service Department).
Complaints which are already the subject of proceedings before a Court of Law.
Disputes already settled between the complainant and the bank.
Complaints arising from the bank�s decisions regarding lending.
Complaints related to a bank�s general business policy or practice.
Issues of general information on banks and on the services they provide.
Complaints already dealt with by the Banking Ombudsman, except in cases where new details arise.
Complaints involving criminal offences which are prosecuted ex officio.
HOW TO CONTACT THE BANKING OMBUDSMAN
- The Banking Ombudsman's postal address is: P.O. Box 3391, 102 10 Athens.
- In addition, instructions on submitting complaints to the Banking Ombudsman are provided 24 hours a day on the special public information telephone line 010 - 3376700.
You may also speak to the personnel of the Banking Ombudsman�s office during working days from 8:30 a.m. to 2:00 p.m. on the same phone number.
DO I HAVE TO PAY?
No. The services of the Banking Ombudsman are provided FREE OF CHARGE.