SUBMISSION AND HANDLING OF CUSTOMERS’ COMPLAINTS/SUGGESTIONS PROCEDURE
Dear Valued Customer,
In order to respond to its customer’s demands with integrity and high level of service, Banque SBA Cyprus (hereinafter referred to as the "Bank"), encourages you to contact its representative in order to resolve any matter which concerns you.
In the following sections you can find further information for the Complaints/Suggestions Process and the alternative dispute resolution mechanisms.
HOW TO SUBMIT A COMPLAINT/SUGGESTION:
| In person |
You may visit us at our branch and speak with one of our dedicated members of staff face to face where a complaint form must be completed and submitted. |
| By phone |
You may contact one of our dedicated staff at +357 (25) 270 000, Monday to Friday 08:30 – 17:30 (hereinafter referred to as the "Business Days") (excluding bank holidays). |
| Online |
By completing our online complaint form. |
| In writing |
By e-mail at sba.cyprus@eblf-sbacyprus.com
By mail at Kanika Enerios Complex – Block 1 – Iris House 8C, John Kennedy Street 3724- Limassol – Republic of Cyprus
By Fax at +357 (25) 581 643*
|
In order for us to resolve your complaint as quickly as possible, please include the following information in your letter.
- Your account details – this helps us to find the account you are complaining about.
- information about the complaint, including the date of the incident(s), the nature and reason of your complaint, and/or supporting documents, if any; If the complaint relates to an employee of the Bank, the name of the employee involved in the incident.
- The Banks shall accept any written complaint either in Greek or English language.
HANDLING A COMPLAINT:
Upon receiving, the complaint will be registered and you will receive within 3 (three) Business Days a receipt of acknowledgment with a unique reference number for your complaint which must be used in our future communications.
REVIEW PROCEDURE:
The appropriate department of the Bank will try to resolve the issue, where possible, and provide you with an answer within 15 (fifteen) Business Days from the date of receiving the complaint.
In some cases, due to the nature and complexity of the complaint, you will be notified of the additional period required to send a final response, which shall not be more than 30 (thirty) Business Days as of the day the said complaint was received. The response time will be measured from the first Business Day as of the date of receipt of the complaint. The response time, as above, is purely indicative and under no circumstances binding on the Bank. It is understood that if there is a different provision for the Bank's response times in any relevant legislation, then it shall prevail and apply.
However, If the complaint is not resolved within the given time or if you are not satisfied with our proposed solution, you may contact for the extra-judicial settlement of the dispute, the Financial Ombudsman of the Republic of Cyprus (hereinafter referred to as the "Financial Ombudsman") or any other accredited Alternative Dispute Resolution Body (hereinafter referred to as the "ADR Body").
FINANCIAL OMBUDSMAN SERVICE:
If you are an individual, or a legal entity, trust or charitable entity that can be categorized as a consumer under the legislation governing the creation and operation of an Alternative Dispute Resolution framework in the Republic of Cyprus (hereinafter referred to as the "Financial Ombudsman"), you are entitled to escalate a complaint to the Financial Ombudsman if the solution or action taken provided by the Bank is not to your satisfaction. The details of the Financial Ombudsman Service, as well as the contact details of the Ombudsman, are available on http://www.financialombudsman.gov.cy
ALTERNATIVE DISPUTE RESOLUTION AND ACCREDITED ADR BODIES:
If you are not satisfied with the Bank’s response to your complaint, and provided that you are a consumer you may refer for an out of court settlement of the dispute, to an approved ADR Body, according to the provisions of the Law on Alternative Consumer Dispute Resolution of 2017 (N85(I)/2017) as amended from time to time. Any information with regard to the ADR Bodies handling financial disputes and of the relevant services offered, is available on the official website of the Consumer Protection Service of the Ministry of Commerce and Industry http://www.consumer.gov.cy/
PERSONAL DATA AND/OR INFORMATION:
In the event of complaints concerning personal data and/or information you are advised to refer to our Personal Data Protection Policy herein below:
https://www.banque-sba.com/Library/Files/privacypolicysba-original-UK040719.pdf, or you may contact the Liaison Data Protection Officer at compliance@eblf-sbacyprus.com.
We will make every reasonable effort to informally resolve any complaints that you may have with our Bank and we welcome any suggestions that will help us to improve our banking services.
Thank you in advance for your cooperation.