Complaints Handling Procedure

24 August 2021

If you have any concerns regarding the activities and services of doValue Greece, you may submit your complaint. We review it in depth and respond within the time frame stipulated in the regulatory framework in force.

How to submit your complaint

You may submit your complaint online, by phone, by post, by fax or directly at our offices. Specifically:

Online

Fill in the special complaint form special compaint form.

By email

Send an email to: [email protected]

By phone

Call on the following number Monday to Friday, 09:00-17:00: +302104847500

By post

Send a letter to the doValue Greece Customer Service and Complaint Handling Unit:

27 Kyprou & Archimidous Streets
18346 Moschato, Greece

By fax

Send a fax to: +302104847995

Directly at our offices

Come to the doValue Greece Customer Service and Complaint Handling Unit:

27 Kyprou & Archimidous Streets
18346 Moschato, Greece

What information we need

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

Required information

Specifically, we need:

  1. A detailed description of your complaint
  2. Your contact details
  3. Your full name

Complaint receipt confirmation

Our people at the doValue Greece Customer Service and Complaint Handling Unit contact you in writing to confirm they have received your complaint.

How we handle your complaint

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, we inform you within 1 month from the time you submitted 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.

If you insist on your complaint

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: