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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, +30 210 6460814, +30 210 6460612, +30 210 6460734, +30 210 6460458

Fax: +30 210 646 0414





Complaints referred to the Hellenic Consumers Ombudsman must be submitted to it within 1 (one) year 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





Ministry of Development and Investments General Secretariat for Trade and Consumer Protection

Directorate-General for Consumer Protection

Kaniggos Sq.

10181 Athens


Tel: 210 3332000 E-mail: