Complaint Submission Procedure

Customer Service – Submission of Complaints

At Piraeus Bank, we seek to respond to our customers’ demands with integrity and high level of service, as well as reinforce trust relationships with our customers.
In the context of our transactional relationship, any matter that may arise concerning the Products and Services that we provide, you may discuss it directly with the officers of our Branch Network and our Phone Service Center. 
Together we will try to find a solution that satisfies you, always considering our existing procedures. 

If the given solution did not satisfy you 

and you wish to submit a complaint, the Bank has set up the Complaint Management Mechanism, through which it seeks to examine the complaints objectively and impartially for the settlement / resolution of any dispute that may arise. 
In addition, you may bring up Corporate, Environmental and Social Responsibility matters. 
The open communication that we seek and the Mechanism that we have set up, enable us to identify any gaps or areas of improvement, aiming at the constant upgrading of the products/services provided and increase the satisfaction of our customers. 
Complaint management follows the best practices for the resolution of each dispute and is in line with the guidelines set by the European Banking Authority, EBA, as well as the regulatory framework in force.

Complaint management procedure  

Following the submission of complaint, the case is forwarded to the “Customer Complaints Unit”, which is responsible for handling complaints. In collaboration with the relevant Units, we will investigate the case, by ensuring compliance with the principles of good faith, respect, fair treatment and transparency.
Once your complaint is received by Customer Complaints Unit, you will be informed, through an automated process, of the unique protocol number assigned to your complaint as well as the initiation of its investigation. Through the use of this specific number, you may receive information about the progress of its examination, via our Bank’s transaction points (Branch Network, Phone Service Center).
Upon the completion of complaint management, you will receive the Bank’s reply within a predetermined time frame, as such is defined by the regulatory framework in force (within 45 calendar days, according to the Executive Committee Act 157/2019). In case that further time is required for complaint management, you will be informed accordingly.

How to submit a complaint 

You may submit your complaint in one of the following ways:

• fill in the Complaint Submission Form
  
• fill in the Complaint Report Documents that is available in our Branch Network, 
  
• send a letter post at the address:

Piraeus Bank
Operational Quality Assurance
Customer Complaints
Amarousiou Chalandriou Av. & Chimarras Str. 11, 15125, Maroussi

• make a call at the Phone Service Center, from Greece and abroad +30 210 32 88 000.

For all services: Monday- Friday 8:00 – 18:00.
For security issues that require immediate handling, you may contact us 24/7.

(Charges from landline or mobile may apply according to the pricing policy of your phone provider)

If you are not satisfied with the answer provided 

you may contact the Hellenic Financial Ombudsman-Non-profit Alternative Dispute Resolution Organization (HFO – ADRO), which is a specialized Alternative Dispute Resolution entity (ADR), with the following contact data:

1 Massalias Str., 10680 Athens,www.hobis.gr, Tel., 210 3376700, e-mail: info@hobis.gr, or any other Alternative Dispute Resolution entity – ADR, which is listed in the special Register kept at the website of the Directorate-General for Consumer Protection.

In case that the dispute concerns contractual obligations under an electronic service agreement, the Customer may submit his request for the extra-judicial settlement of the dispute, through the Online Dispute Resolution platform – ODR at the webpage https://ec.europa.eu/consumers/odr.