Complaint to a bank (Greece)
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This document is in Greek
The PDF you download is in Greek — that is the language it has to be filed in, so it is not translated. Everything on this page is here to tell you what it says.
A written complaint to a bank in Greece about an account, a card, a transfer, a direct debit or a loan: the product, what happened with dates and sums, what is asked for and where to send the answer. For payment services the bank answers within 15 business days, and in exceptional cases within 35 at the latest (Law 4537/2018). If it is not resolved, the next step is the Hellenic Financial Ombudsman, which examines the dispute free of charge if approached within one year of the complaint — which is why the complaint asks for a reference number.
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Common questions
- How many days does a Greek bank have to answer a complaint about a card or transfer?
- For complaints about payment services — accounts, cards, transfers, direct debits — 15 business days from receipt. In exceptional cases the bank sends a holding reply giving the reasons for the delay, and the final answer comes within 35 business days at the latest (Law 4537/2018). For loans and other products, the bank's own complaints procedure applies.
- What is the Hellenic Financial Ombudsman, and when is it used?
- It is the out-of-court body for disputes with banks, investment firms and loan servicers in Greece, under that name since November 2018 (hobis.gr). It is free for the customer. It is approached once a complaint has first been made to the bank and not resolved, and within one year of making that complaint.
- Why should a complaint to a Greek bank get a reference number?
- Because the deadlines run from the day it was lodged: the 15 business days for the bank's answer and the one year for going to the Hellenic Financial Ombudsman. A written, dated complaint with sums, dates and attachments — account statements, the contract, earlier correspondence — is the first document the Ombudsman and a court ask for.
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