Complaint Submission Procedure

We strive for open communication

At Piraeus Bank, we constantly seek to respond to our customers’ demands with integrity and high service level, thus strengthening the relationships of trust with our transacting parties. 
The staff members of our Branch Network as well as Customer Phone Service are always available to provide you with any information or / and clarification regarding the Products and Services we offer, in the context of our transactional relationship and, also, proceed with the settlement of any matter that may arise, according to the Bank’s existing procedures.

Complaint Management Mechanism

In case that the service you received or the way in which your matter was resolved did not satisfy you, and you wish to submit a complaint, the Bank has set up a “Complaint Management Mechanism”, seeking to find a “fair” solution. Each complaint is managed under uniform rules, directly, impartially and through transparent procedures, always being compliant to the framework defined by the principles of confidentiality and personal data protection. 

Through the above-mentioned Mechanism, you may also submit matters related to Corporate Responsibility and, specifically, the way in the social, environmental and cultural actions are managed and supported on the part the Bank. 

The feedback we receive through our complaints management enables us to identify any areas of improvement, aiming at the constant upgrading of the products and services provided, as well as to increase the satisfaction of our transacting parties.

Complaint management procedure  

Provided that you submit your complaint, the case is forwarded to the specialized “Customer Complaints” Unit. Once your complaint is received by the afore-mentioned 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. With the use of this specific number, you may receive information about the progress of its examination, through our Bank’s transaction points (Branch Network and Phone Service Center).

In collaboration with the competent Units, we will thoroughly investigate your report, seeking the best solution to the issue, making every effort to respond as promptly as possible. Upon completion of the management, you will receive the Bank's response, no later than within 45 calendar days, in accordance with the applicable regulatory framework. In case that further management time is required, we will ensure that you are informed in writing.

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.

Complaint Management Policy & Certification of Procedures

The Bank has established the Complaint Management Policy, through which it is ensured that there is alignment with the applicable regulatory framework (Executive Committee Act 157/2.4.2019), which arises from the guidelines defined by the European Banking Authority (EBA). What is mentioned in this section "Complaints Submission Procedure" also constitutes the key points of the Complaints Management Policy.

Τhe Complaint Management Procedure is certified according to the ISO 9001:2015 & ISO 10002:2018 standards, demonstrating in practice our commitment to ensuring the provision of high quality services to our customers.