Submission of comments, suggestions or complaints

To make it easier for us to handle and reply to your problem, you should submit your complaint in any of the following ways:

• by completing online the form
• by sending an email to [email protected]
• by posting a letter or the relevant complaints form available at all NBG Branches to the following address:
  

National Bank of Greece S.A.
Client Conduct Sector
Omirou 30, 106 72 Athens

• by fax to +30 210 3347740

So as to enable us to carry out our task as effectively as possible, when you submit your complaint you should:

• Provide us with your personal details (name and surname, father’s name, contact details and TIN) so
  that we can get in touch with you and verify your banking relationship with NBG. Let us know how you
  would prefer to receive our answer and/or confirmation of receipt for the complaint (e.g. by calling you at a specific number, or by letter to a specific address that may be different to the address you have registered as a customer with us).
• Describe your problem in full detail. This will help us to understand what the problem is and to
  investigate it properly.
• Make sure you are legally entitled to submit the specific complaint. The Bank, bounded by the 
  provisions of banking secrecy, is entitled to investigate complaints as per the instructions of the
  beneficiaries and/or the parties involved to which it replies.

• Once we receive your complaint, we send you a confirmation of receipt for the complaint.
• We carry out a full investigation of the matter, and if we need more information, we contact you.
• Next, working in tandem with the relevant Bank Units, your case is given careful consideration.
• Once the investigation is completed, we will update you about your issue (e.g. a suggested solution, 
  clarifications we might need etc.).

Our philosophy is that our customers are the focus of our business activity. In other words, our foremost concern is to respect and honor our good relationship with you, our customer, placing special emphasis on providing first-class services and meeting your needs.

Accordingly, the Bank has established a Complaints Management Policy that applies best practices for the management of customer issues, in particular the guidelines of the European Banking Authority regarding customer complaints management, and the wider regulatory and legal framework.

Our goal is to find solutions in a spirit of good faith, transparency and impartiality taking into consideration any special features of each case.
The procedures we apply in handling complaints derive from our principles. For us, what matters most is that:

• all customers are treated equally and that their interests are equally protected,
• all complaints are managed in good faith, and in line with transaction ethics and the legal and
  regulatory framework applicable,
• we understand that any complaint is a special issue for the customer, and accordingly we treat each
  case with due care, sensitivity and understanding,
• every complaint is investigated duly and without discrimination, by collecting and processing all the
  relevant data and information,
• we make every effort to resolve complaints swiftly, and thereby serve the customer in the best possible
  way.

Once we've gathered all the information relating to your case, and communicated with the relevant departments of the Bank, we shall promptly provide you with an answer, and in any case within the timeframe set by the regulatory framework, namely within forty-five (45) calendar days maximum as of the date the complaint was submitted.

In the event that due to a significant reason the response cannot be provided within the said time period, we will notify you of the reason for the delay.