Complaint Management Mechanism

At Piraeus Bank, we seek to respond to our customer’s demands with integrity and high level of service. In the context of our transactional relationship, any matter may arise, which you may discuss directly with the officers of the transaction points, Branch Network and Call Center.

Our representative will try to handle the matter which concerns you and will provide you with clarifications regarding the product, service or process. Together we will try to find a solution that satisfies you, according to Piraeus Bank terms of operation.

There is a win-win situation.

If the given solution did not satisfy you

and you wish to submit a complaint concerning our products and services, the Bank has set up the Complaints Management Mechanism, through which it seeks to examine the complaints objectively and impartially. In parallel, the Mechanism enables you to bring up Corporate Responsibility matters, through which Piraeus Bank manages social, environmental and cultural actions in its business practices.

With the aim of maintaining and reinforcing trust relationships with the customers, the complaint management follows the best practices for the resolution of each dispute, while giving rise to the continuous improvement of the products/services provided to the customers.

Following the submission of complaint, the case is forwarded to the specialised Unit “Customer Complaints”, which has been designated for this purpose. The Customer Complaints in collaboration with the responsible sections, will investigate your matter, by ensuring the compliance with the principles applied by the Bank but also with the institutional framework’s requirements.

Throughout the complaint management, you will be informed of the unique protocol number that corresponds to your case and by using the specific number, you may receive information about the progress of the case examination through the transaction points (Branch, Call Center).

Upon the completion of the investigation, you will receive the Bank’s reply within a predetermined time frame, as such is defined by the legislative and regulatory framework in force. In case that further time is required to handle it, you will be informed accordingly.

You may submit your complaint in one of following ways :

  • fill in the Complaint Submission form
  • fill in the Complaint Report document that is available in our Branch Network
  • send a letter by post at the address:
          Piraeus Bank
          Operational Quality Assurance
          Customer Complaints
          26 Feidippidou Str.,
          115 27 Athens
  • make a call at the Customers’ Call Center
  • communicate via fax at 210 9294317

The majority of complaints are resolved by the Bank

However, if the Customer Complaints’ reply did not satisfy you, you may contact for the extra-juidicial settlement of the dispute, the Hellenic Financial Ombudsman – Non-profit Alternative Dispute Resolution Organization (HFO – ADRO) (1 Massalias Str., 10680 Athens, www.hobis.gr Tel.: 10 4 40, 210 3376700 Fax: 210-3238821, 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://webgate.ec.europa.eu/odr.