In February 2010, NBG took the pioneering decision to set up a new code of transactional behaviour by establishing its own Ombudsman’s Office. In doing so, NBG demonstrated the value it attributes to the promotion of a spirit of mutual trust and understanding between the Bank and its customers.
The launch of the NBG Ombudsman reflects the Bank’s real concern to stand by its customers. The Ombudsman aims at finding an amicable resolution to disputes that may emerge between the Bank and its customers so that both sides feel satisfied by how the issue is handled, and any friction is minimized. In addition, it seeks to identify potential problem areas and take proactive measures to avoid similar causes for dispute arising in the future.
Konstantina Vitoratos was appointed NBG Customer Ombudsman in March 2012. She succeeded Dimitris Pavlakis, who had served as Ombudsman from the time Management launched the service.
Ms Vitoratos is a member of the International Ombudsman Association (I.O.A.), U.S.A. She studied Business Administration at Deree College, specializing in Marketing Management. She also holds an MSc in Public Administration from Troy State University, USA. She has 30 years’ experience in the banking sector, 13 years of which she has spent in the NGB Group in various key managerial posts.
The NBG Ombudsman is the person customers can turn to in the knowledge that he will listen carefully to their complaint and will endeavour to find an amicable solution where all other efforts to this end have failed.