TBI Bank EAD Athens Branch, attaches great importance to quality customer serving, for this reason it has established a complaints management policy in line with both theneeds of customers and the guidelines for handling complaints set by the European Banking Authority.

Dispute resolution

Before contacting the bank you should first have exhausted your attempts to settle the dispute with the trader. For more information see here.

In particular:

• Five key consumer rights
• 14-day right of return
• Faulty goods
• Procedural infographic

If any issue has arisen with the products and services we provide, you can contact us in one of the following ways:

• Orally: You may call, from 09.00 to 17.00, the Bank’s customer service call center at the number +30 210 300 99 90 where our representatives will listen carefully to the issue that concerns you, will give you clarifications and will guide you properly in the next steps of the process.
• Digitally: Please contact the Customer Complaint Management Department directly
  in one of the following ways:
• By filling in the relevant online form at www. tbibank. gr/complaintsform
• By sending an email to: complaints@tbibank.gr
• By physical mail through filling in the complaint form which can be downloaded here  and send it to the address:TBI Bank EAD Athens Branch,
  Customer Complaint Management Department
  196 Kifissias Avenue, P.C. 15231, Chalandri

The Customer Complaint Management Department of our Bank is obliged to provide you immediately with a receipt of the complaint followed by a unique case number, sent to the contact details you have provided and with the desired method of communication. The Bank’s Complaints Department will thoroughly investigate your request and will respond to the contact details you have provided to us. Our Bank shall make efforts to resolve the issues that concern you, as soon as possible and certainly within the timeframe of the maximum of 45 days imposed by the regulatory framework. In the rare case where it will take longerto manage your case, you will also be informed aboutthe new date of reply as well as the reasons for the delay. Please note that you have every right to be informed in writing about the progress of your case by submitting a relevant request for this purpose, indicating the unique number of your case.
In case that our Bank’s reply does not satisfy you, you can also contact one of the out-ofcourt, alternative dispute resolution mechanisms as follows:

For banking products at the:

-Hellenic Financial Intermediary (Massalias 1, 10680 Athens, www. hobis. gr, Tel. 10440, 210 3376700 Fax: 210-3238821, e-mail: ninfo@hobis. gr), as an Alternative Dispute Resolution body, which is registered in the special Register kept on the website of the General Directorate of Consumer

-TBI Bank EAD Branch Greece,
Branch of Foreign Financial Institution Authorized in Bulgaria,
GEMI: 16367146000, Leoforos Kifisias 196, Chalandri, PC 15231,
Email: info@tbibank.gr , Call Center: +302103009990

– To ourProtection and Market Surveillance or to our supervisory body, the Credit System Supervision Directorate of the Bank of Greece (DEPS) here.

– For insurance products: to the Independent Administrative Authority”Consumer Ombudsman” at the address http://www.synigoroskatanaloti.gr/ and telephone numbers Tel.: 210 64 60 862, 210 64 60 814 or

– To our supervisory body in the Private Insurance Supervision Division of the Bank of Greece (DEIA), www. bankofgreece. gr

– For any issue you can also go to the EU’s Online Dispute Resolution platform.