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Complaint Submission Process

Frequently Asked Questions

Response to Your Message

For security reasons and to protect your personal data, CrediaBank would like to inform you that the response to your complaint will be provided in writing and sent to the email address you have declared and that is registered in the Bank's contact records.

To ensure the secure delivery of the response, it is essential that your contact details are accurate and up to date. If no email address has been registered or your contact details are not up to date, you will need to update them either through the CrediaBank branch network or, where available, via e-Banking using authentication through gov.gr / eGov-KYC.

The written response will be provided within forty-five (45) calendar days from the date your complaint is submitted, in accordance with Executive Committee Act (PEE) No. 157/1/02.04.2019.

Complaint Submission Channels

Complaints regarding the Bank’s products and services may be submitted through the following channels:

  1. Branch Network / Service Unit
    You may submit a complaint through any branch by completing the dedicated complaint form available at the service counters of the CrediaBank branch network.
  2. By Mail
    You may send a letter to the following postal address:
    260-262 Kifisias Avenue
    GR-152 31, Greece
  3. Online
    Through the Bank’s website by completing the dedicated “Submit a Complaint” electronic form.
  4. Customer Service Call Center
    You may also submit a complaint through the Customer Service Helpline by calling +30 210 366 9000.
  5. Through a Competent Authority
    You may submit a written complaint to the Bank through the competent authorities by letter, fax, email, or hand delivery at the designated contact points of each authority.

Indicatively, these authorities may include:

  • Hellenic Financial Ombudsman – Alternative Dispute Resolution Entity (HFO-ADR)
  • General Secretariat for Consumer Affairs
  • Greek Consumer Ombudsman
  • Consumer and Other Associations (EKPIZO, INKA, etc.)

Complaint Handling

  • Upon receipt of your complaint by the Operations Analysis and Improvement Unit of the Bank, you will be provided with an acknowledgement of receipt.
  • The Operations Analysis and Improvement Unit of CrediaBank, in cooperation with the relevant Bank departments, will investigate the matter objectively and respond to you in writing, in accordance with the timeframes set by the applicable regulatory framework. In the event that additional time is required for handling your complaint, you will be duly informed.
  • Upon request, the Bank will provide you with an update on the progress of the review of your case.
  • The outcome of the review, or the Bank’s relevant position, will be communicated to you within 45 calendar days, in accordance with Executive Committee Act (ECA) 157/02.04.2019.

If you are not satisfied with the response of the Operations Analysis and Improvement Unit, you may refer the matter for out-of-court dispute resolution to the Hellenic Financial Ombudsman – Alternative Dispute Resolution Entity (HFO-ADR), located at 1 Massalias Street, 10680 Athens (www.hobis.gr, Tel.: 10440, +30 210 3376700, Fax: +30 210 3238821, HFO – Complaint Form), as an Alternative Dispute Resolution (ADR) body. The HFO-ADR is registered in the ADR Bodies Register maintained on the website of the General Secretariat of Commerce of the Ministry of Development.