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Greece complaints handling

Definition of a complaint

A statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or service he/she has been provided with. Complaints 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 lodged a complaint e.g. a policyholder, insured person, beneficiary and in some jurisdictions, injured third party.



A prompt acknowledgement of the complaint, in writing, within 5 (five) business days.
A final response to be provided within 50 (fifty) calendar days of receipt of the complaint.


External Dispute Resolution

Hellenic Consumers Ombudsman
144 Alexandras Avenue
114 71, Athens

Tel: +30 210 646 0862
Fax: +30 210 646 0414


Complaints referred to the Hellenic Consumers Ombudsman must be submitted to it within 3 (three) months of you becoming aware of the act or omission that gave rise to the complaint.

Bank of Greece
21 E. Venizelos Avenue
102 50, Athens

Tel: +30 210 320 1111
Fax: +30 210 323 2239/2816


General Secretariat of Consumer Affairs
Kaniggos Sq.
10181 Athens