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Cyprus complaints handling

Definition of a complaint

A complaint or statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or service he/she has been provided with. Complaint handling should be differentiated from claims handling, as well as from simple requests for execution of the contract, information or clarification.


Definition of a complainant

A person who is presumed to be eligible to have a complaint considered by an insurance undertaking and has already filed a complaint e.g. a policyholder, insured person, beneficiary and injured third party.



A prompt acknowledgement of the complaint, in writing, within 2 (two) business days of the complaint being made.

A final response to be provided within 15 (fifteen) business days of receipt of the complaint. If it is not feasible to make a decision within 15 (fifteen) business days, you will be informed about the reasons for the delay, in writing, before the end of the 15 (fifteen) business day time limit and advise you when it expects to provide you with its decision. The additional time taken by the insurer to provide you with its decision on the complaint will be within 30 (thirty) business days from the end of the original 15 (fifteen) business day time limit.


External Dispute Resolution

Financial Ombudsman of the Republic of Cyprus

PO Box 26722

1647  Nicosia





Financial Ombudsman of the Republic of Cyprus

15 Kypranoros

1061 Nicosia



Fax: 22-660584 or to 22-660118