COMPLAINTS PROCEDURE STEPS
For the best possible service, the complaint can be submitted in the following ways
- By sending a message to the e-mail address of the Bank email@example.com.
- Via e-Banking e-mail or with a message via e-Banking.
Please note that, for client identification purposes and the protection of personal data, any form of communication via e-mail must be conducted via the e-mail address that the customer has previously made known to the Bank either at the establishment of your cooperation with the Bank or at a later stage with a document that bears your signature, e.g. account opening documentation.
By speaking to a Bank officer or Head of the Banking Centre.
In writing or by submitting the Complaint Form
. The previous referred document can be also found at any of the Banking Centres of Eurobank Cyprus.
By personally visiting one of Eurobank Cyprus Banking Centres
Complaints that are of urgent nature and require immediate attention, like a contested transaction or possible fraud, must be submitted in writing.
The Bank will communicate with you within 2 working days to confirm that your complaint has been received and will respond, the latest within 15 working days. If further time is required, the Bank will inform you accordingly.
If following the receipt of our reply, you wish a re-examination of the case, please inform the Bank in writing to the following address:
Eurobank Cyprus Ltd
Head of the Compliance Department
71 Limassol Avenue 2121 Nicosia
We will re-examine your case and we will reply within the set timeframe, as stated in Step 1.
In the event that you are not satisfied with the reply you receive from the Compliance Department of the Bank and you are a physical person or legal entity or charitable organization or association or a society of persons, or trust or provident fund and/or you meet any of the definitions of ‘consumer’ and/or criteria as indicated in the related legislation, you have the right to submit your complaint:
• to the Financial Ombudsman of the Republic of Cyprus, in accordance with the Law Relating to the Establishment and Operation of a Single Agency for the out of Court Settlement of Disputes of Financial Nature of 2010 (L. 84(1)/2010) as applied,
• or to a recognized Alternative Dispute Resolution Body, in accordance with the provisions on Alternative Dispute Resolution for Consumer Disputes Law of 2017 (L.85 (I)/2017) as applied.
For more information, you may visit the Financial Ombudsman’s website or the website of the Consumer Protection Service, Ministry of Energy, Commerce and Industry.