Procedure for individuals

At Step 1 of the Arrears Resolution Procedure (ARP) a detailed update takes place, focusing on exploring underlying causes that may lead to delays, so that the borrower may consider their timely inclusion in ARP.

Aim of communication

The aim of communication is to find a solution for the repayment of your arrears.

In the event of a delay in repayment, in part or in whole, based on the agreed debt repayment schedule, the Company will initially contact the borrower in an advisory capacity. If the repayment is more than 30 calendar days overdue, the Company will send proper Notification to the borrower within the next 15 days, as provided under Section A, Step 1, Chapter 3 of the Code of Conduct.

How to contact us

If you want to find out more and initiate the necessary steps for your inclusion in the ARP, you may contact a Eurobank branch or call us on +302104847500.

Alternatively, you may send an email at [email protected] or visit the doValue Greece offices (27 Kyprou and Archimidous Streets, 18346 Moschato, Greece, Customer Service and Complaint Management).

These are the Dedicated Points of Contact for the requirements pursuant to the Code of Conduct set up by doValue Greece for:

• receiving questions from borrowers
• providing instructions
• communicating

Pursuant to article 39 of Law 4818/2021 and the respective joint ministerial decision No. 145947 (GG 5909/Β/10-10-2023) (hereinafter the “joint ministerial decision”), this Step is now carried out exclusively through the Code of Conduct digital platform (hereinafter the “Code of Conduct digital platform” or “Platform”).

In this context, and for the purposes of the Arrears Resolution Procedure pursuant to the Code of Conduct under Law 4224/2013 as amended and in force, within fifteen (15) working days from the date you received the relevant written notification you must log into the Code of Conduct digital platform and submit the application under article 39 of Law 4818/2021 with regard to carrying out Steps 2 and 4 of the Code of Conduct Arrears Resolution Procedure, together with the required information and data on your current financial situation as well as your assets and liabilities, so that we can suggest the appropriate solution for your debt.

Note that a separate application needs to be submitted per portfolio of each beneficiary managed by doValue Greece.

Accompanying documents

All natural persons (individuals or sole proprietorship company or self-employed professionals) must fill in the information on their income, assets and debts, as specified in the relevant fields of the Platform and included in the Standardised Financial Statement (only available in Greek) (required to activate the platform), as well as submit the supporting documents for assessing the financial situation of individuals (only available in Greek) and whatever else they deem necessary.

doValue Greece may ask the borrower to provide supporting information/documents to confirm the information submitted, also specifying a deadline. doValue Greece reserves the right to request additional information about your financial situation from other sources as well, subject to the legislation in force.

Note that, in accordance with the Code of Conduct, the borrower is classified as non-cooperating in the event they do not submit to the Code of Conduct digital platform the required information on time and they do not respond, within the specified deadline, to the requests by doValue Greece to submit data, information and additional supporting documents.

Once you have submitted your application to the Code of Conduct digital platform, doValue Greece proceeds with processing the application (procedure not carried out through the platform). We assess the financial situation of your company based on the information specified in Step 2 and propose possible solutions tailored to your case.

Assessment criteria

The assessment is based on a series of criteria, in order to evaluate at least the following:

• The borrower's assets and liabilities;
• The borrower's current ability to repay the debt, in all events taking into account the total amount and nature of the borrower’s debts, including any debts against credit or financial institutions, tax or other public authorities, or social insurance funds;
• The borrower's transaction history;
• The borrower's future ability to repay the debts until the end of the settlement period.
• The commercial value of existing mortgage liens on property.
• The value of other assets that could be used as additional collateral, subject to borrower’s prior consent.

Note that during the assessment of the borrower's future ability to repay the debts we take into account:

1. The reasonable living expenses, as described in Section 5 of the Brochure for borrowers with financial difficulties (only available in Greek)).
2. The parameters described under Chapter A.2 of Executive Committee Act No. 54/15.12.2015, such as age, profession, family status, health, etc. so that health, social and other factors that could materially affect the borrower’s ability to repay the debts are taken into account when assessing said ability.

Pursuant to article 39 of Law 4818/2021 and the respective joint ministerial decision, this Step is now carried out exclusively through the Code of Conduct digital platform.

After the assessment, doValue Greece proposes the solution most suited to each case.

Analysing the proposed solution

We analyse all the relevant terms and conditions so that you fully understand the proposed solution.

doValue Greece must present the proposed solution to the borrower within two (2) months from the date you submitted your application with all the required information, as described in Step 2. The Company sends its initial proposal through the Platform within the above deadline.

Accepting, counter-proposing or rejecting

Within 15 working days from the date you received the proposed solution, you must notify doValue Greece through the digital platform as to whether you accept the proposed solution, have a counter-proposal or reject the proposed solution.

Counter-proposing

In the event of a counter-proposal, doValue Greece assesses the counter-proposal and provides an answer through the Platform within one (1) month:

(a) either consents,

(b) or (ba) rejects it and the initial proposal remains active or (bb) submits a new final proposal; in either case, the borrower has to notify doValue Greece within 15 days through the platform that they consent to the new or initial proposal or that they refuse to consent and reject both proposals.

Consequences for failing to respond

If you don’t respond within 15 working days, doValue Greece is legally obligated to consider you a non-cooperating borrower.

As a consequence, doValue Greece may then take legal action to recover the debts it has been assigned to manage. This may include:

termination, payment order issuance, injunctive measures, seizure of movable or immovable property, including the property that is the borrower's sole residence and receivables, and sale of any collateral provided by guarantors and third parties.

Note that even when a borrower is not classified, per the definitions of the Code of Conduct, as non-cooperating (subject to due completion of all the actions required pursuant to the Code of Conduct), if the Arrears Resolution Procedure has concluded as ineffectual, all legal actions can be initiated to recover the debts.

If doValue Greece informs you that you have been classified as non-cooperating, you may lodge an appeal in writing.

Deadline

Your appeal must be lodged within 15 working days from the date you received the relevant written notification from doValue Greece.

You may lodge an appeal only once.

For further questions, feel free to contact any Eurobank branch or call on +302104847500.

Alternatively, you may contact us by post at doValue Greece, 27 Kyprou and Archimidous Streets, 18346 Moschato, Greece (Customer Service and Complaint Management) or send an email at [email protected].

How to lodge an appeal

To lodge an appeal, use the Appeals form:

• In hard-copy at any Eurobank branch.
• In hard-copy by registered post at: doValue Greece, 27 Kyprou and Archimidous Streets, 18346 Moschato, Greece (Customer Service and Complaint Management).
• In electronic format (filled in and scanned form) at [email protected].

Appeals review

Appeals are reviewed by an independent committee set up by doValue Greece to this end.

You will be notified of the committee’s final decision in writing, within 2 months from the date you submitted your appeal, during which time the terms of your existing contracts apply.

If your appeal is upheld, doValue Greece will restore the application through the Platform, placing it in the appropriate step of the procedure. From that step and thereafter, the procedure is carried out as described above.