Handling of Complaints
Veraltis Company aims to provide high quality services to debtors and seeks their continuous improvement. Relevant policies and procedures determine the principles and the way in which the company receives and manages debtors’ complaints, their valid, efficient and fair management and ensure confidentiality. The procedures are proportionate to the nature, variety and complexity of the services provided by the Company.
How you can submit a Complaint
- By submitting the attached Complaint Form (alternatively by submitting the completed Complaint Form, which can be found by clicking here)
- By sending the completed Complaints Form via email to email@example.com
- By sending in writing or presenting to the company’s offices – 1-3 Kifisias St., 11523 Athens-(attention of the Complaints Management Department), the completed Complaint Submission Form
- Via telephone at 216-2005000
Complaint Submission Form
In any case, in order for us to be able to manage and respond safely and quickly to your request, please ensure that the necessary identification information is included – full name, social security number, VAT number, contact details – as well as any other information and information for your cooperation with the company, as well as to clearly and accurately describe the problem.
The Compliance Department, immediately after receiving the complaint, will grant you an acknowledgment of receipt. If additional documents or additional information are required, it will inform you accordingly. Then, in cooperation with all the involved departments of the Company, it will collect all the necessary data and information, examine and investigate in depth the content of the complaint you submitted, in order to provide a reasoned and documented response.
Response Time to Your Complaint
We will try to respond to your complaint fairly, thoroughly, accurately and as promptly as possible and in any case within the 45 days prescribed by the regulatory framework. If, in the case of a complex request, we are unable to respond within this time frame we will inform you in writing of the time frame within which we expect to complete our investigation and response to your complaint.
What you can do if you are not satisfied with our answer
In case you are not satisfied with the final answer of our company, you can refer to the following bodies or to any other mechanism of alternative / out-of-court dispute resolution:
Bank of Greece / Directorate of Banking System Supervision
21 Eleftheriou Venizelou, 10250 Athens
Tel: 210 3201111, 210 3205011
Fax: 210 3205400
Ministry of Economy and Development / General Secretariat of Trade & Consumer Protection
Kaningos Square, 10181, Athens
Fax: 210 3843549
It is noted that the activation of the complaint procedure does not suspend any statutory deadline