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


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


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

Directorate-General for Consumer Protection

Kaniggos Sq.

10181 Athens


Useful documents