Complaints Handling Procedure

Describe your concern. Provide your details so we can contact you.

We investigate the complaint you submitted in depth. We assess it objectively and without bias. We inform you in writing.

Written response

We reply in writing within 45 days, as stipulated in the regulatory framework in force.

Specifically, for issues concerning the processing of your personal data, we respond to your request within 1 month from the time it was submitted. This deadline may be extended for an additional 2 months if deemed necessary. In the event of an extension to these deadlines for issues concerning the processing of your personal data, we inform you within 1 month from the time you submitted your request.

If, for an important reason, it is not possible to provide a response within the above specified time periods, an information letter is sent in a timely manner and before the expiry of each deadline, justifying the delay and specifying the time period within which the investigation of the complaint and the provision of a written response are expected to be completed. 

Also, the Company may provide you with information on the progress of the examination of your case, upon your request.

If you are not pleased with the response you received

You may contact again the doValue Greece Customer Service and Complaint Handling Unit.

Ask them to re-examine your issue, submitting your request in the manner that best suits you.

You may contact an alternative/out-of-court dispute resolution entity.

Hellenic Financial Ombudsman

Address: 1 Massalias Street, 10680 Athens, Greece
Tel: 10440 or +302103376700
Fax: +302103238821
email: [email protected]
Website: hobis.gr

Hellenic Consumers’ Ombudsman

If your complaint relates to your capacity as a consumer, you may contact the Hellenic Consumers’ Ombudsman:

Address: 144 Alexandras Avenue, 11471 Athens, Greece
Tel: +302106460862
Fax: +302106460414
Website: synigoroskatanaloti.gr

Other out-of-court dispute resolution entity

If your complaint relates to your capacity as a consumer, you may contact another out-of-court dispute resolution entity from the special Register of Alternative Out-of-Court Dispute Resolution Entities of the General Directorate of Consumer Protection.

Other competent authorities

If your complaint falls within the category of a special case, you may contact another competent authority. For example:

• Bank of Greece
• Hellenic Data Protection Authority