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Complaints Submission

Customer Service - Complaint Submission

At T.C. Ziraat Bankasi A.S. Athens Central Branch we aim to provide our customers with the best possible service and our timely settlement of any complaint that may arise from the provision of our services and products. Therefore, if any issue regarding our products and services, has arisen, you can contact us in one of the following ways:

1. Visit the Bank's nearest branch to serve you and submit your complaint in writing to the Bank's relevant form(1). The responsible executives of the Bank's branches will forward the complaint to the relevant Customer Complaints Service.

2. Call from 08.00 to 15.00 the Bank Customer Service Department at 210-3223038 where our representatives will hear the issue you are dealing with and will provide you with clarifications. If necessary, they will forward you appropriately to submit your complaint in writing

3. Contact Customer Complaints Service in one of the following ways and ask for your subject to be reconsidered:

a. By submitting a complaint on the Bank's complaint form through e-mail at: complaints.GR@ziraatbank.com(2)
b. By regular mail and by completing the Bank's complaint form to:

T.C. ZIRAAT BANKASI A.S.
Ermou 2, PC 10563,
Athens, Greece
Customer Complaints Service

c. By sending the completed complaint form to the Bank via fax at 210-3221796

The Customer Complaints Service of our Bank is obliged to provide you with a relevant receipt of the complaint with a unique case number which will be sent, if you are a customer of the Bank, to the contact details you have stated. In any case, a representative from our Bank may contact you by telephone to confirm your details for security and accuracy reasons. The Customer Complaints Service in cooperation with the relevant departments of the Bank will investigate your case and respond in writing and to the contact information you have provided us with, within the maximum of 45 days, as specified in the current regulatory framework. In case it takes more time to manage your case, you will also be informed about it. Please note that you have every right to be informed in writing about the course of your case upon request

To download the Bank Complaints Form, click HERE or HERE (Microsoft Word and Adobe Acrobat

To download the complaint update request, click HERE or HERE (Microsoft Word and Adobe Acrobat version)

Note: To view some of the files you will need the Adobe Acrobat Reader software which you can download from here: https://get.adobe.com/uk/reader/

If the Bank's response does not satisfy you, you can also address the out-of-court settlement of the case to the Hellenic Financial Intermediary (Masalias 1, 10680 Athens, www.hobis.gr  Tel .: 10440, 2103376700 Fax: 210-3238821, e- mail: info@hobis.gr ), as an Alternative Dispute Resolution Entity, which is registered in the Special Register maintained on the website of the Directorate General for Consumer Protection and Market Surveillance or our Bank's Supervisory Body, the Bank of Greece.

1- The kind of information you have to provide to the Customer Complaints Service is described in the relevant complaints form

2- In any case, the data promoted to us is protected by the Personal Data Protection Regulation 2016/679. For more, you can either read the relevant data protection policy of the Bank on its website at http://www.ziraatbank.com.gr/Media/GR/pdf/Privacy_Policy_Ziraat_ENGL.PDF  or contact the mail: grdataprotection@ziraatbank.com