WE STAND BY YOU
AT EVERY STEP
At Cepal Hellas, our priority is to settle your obligations in a responsible and fair manner.
DEBTORS
Definition and Categories of Debtors:
Legal Frameworks and Characteristics
Priority to debtors
At Cepal Hellas, our priority is to settle your obligations in a responsible and fair manner. With the ambition of helping shape a sustainable future for you, we are constantly creating new solutions and settlement products tailored to your needs.
Our aim is to build a climate of trust by formulating tailor-made management and service policies for you, with social sensitivity and in strict compliance with any relevant institutional framework.
You can learn more about the options available to you based on your specific circumstances and needs.
OVERDUE RECEIVABLES
Providing practical solutions for overdue receivables
We support you every step of the way with a large team of specialized staff, dedicated to providing effective solutions to settle your obligations. Please contact our team to discuss the available arrangement programmes, tailored to your financial capabilities and current circumstances. You can take advantage of our new range of settlement products, which include features such as:
Fixed or even interest-free rates, available on a case-by-case basis.
Flexible upfront payment options to achieve even better settlement terms.
Debt reduction options (conditional or unconditional) and stepped-up instalment plans with lower initial payments.
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The features listed below may vary depending on the characteristics of each debt and its associated portfolio, and are therefore provided as indicative of our arrangement options.
METHODS OF REGULATION
Arrangements of overdue debts
If you have outstanding obligations, you can contact us through the following channels:
On service portal number (+30) 213 088 6600 and follow the option "I wish to settle"'
A qualified member of our team will call you within a few days to discuss the possibility of settling your debt.
For your convenience, we recommend the following:
Stay informed by registering with e-Cepal to securely monitor the full amount and status of your obligations.
To stay fully informed, make use of the periodic updates and statements sent regarding your obligations.
Update your contact details (phone number, address, and email) to ensure you stay informed about any developments and new options for settling your obligations.
VULNERABLE DEBTORS
With Sensitivity to Vulnerable Debtors
At Cepal, we recognize the additional difficulties you may be facing, which is why we have created a dedicated servicing framework tailored specifically to your needs.
You can immediately find out the criteria and requirements for obtaining a Vulnerable Debtor Certificate on the official website of the Ministry of National Economy and Finance. Additionally, you can apply for the issuance of the Vulnerable Debtor Certificate exclusively through the public sector’s specialized electronic platform at the following link, provided you are a natural person and meet specific income and asset criteria.
At the same time, you can benefit from the framework we have implemented specifically for those who have applied for or obtained the Vulnerable Debtor Certificate, with the aim of integrating your debts into one of Cepal’s repayment programmes:
- Contact via email
Send us an email with the subject: “Vulnerable Debtor Debt Settlement” to customerservices@cepal.gr, informing us about your application as well as the issuance of the Vulnerable Borrower Certificate.
- Update from the relevant Cepal department
You will then receive a letter from the competent Cepal department, providing detailed information on the available options and programmes offered to settle your obligations and protect your primary residence.
VULNERABLE DEBTORS
Adjustment programmes
Below you can find the details of the available repayment programmes, tailored to your personalized needs:
Application for the Out-of-Court Settlement Mechanism (Law 4738/2020)
Make use of the enhanced discount rates and the fixed 3-year interest rate to settle all your obligations toward financial institutions and the public sector. Benefiting from the Vulnerable Borrower Certificate, the settlement proposal will be accepted by all financial institutions, the public sector, and social security entities.
Visit the platform and submit your request immediately.
Application for the Interim Public Contribution Programme (Law 4916/2022)
You can maintain ownership of your primary residence until it is transferred to the (yet-to-be-established) Property Acquisition and Re-Leasing Entity, as per the provisions of the relevant legislation.
Debt Settlement with Cepal Hellas
To explore the possibility of settling your obligations according to your specific needs as a Vulnerable Borrower, please contact us at our customer service hotline (+30) 213 088 6600 or submit an application via email to customerservices@cepal.gr (subject: “Vulnerable Borrower Settlement Request”).
Useful Tips
Deadlines
Make use of the suspension period of any impending enforcement proceedings to submit your debt settlement application.
Repayment Programmes
Choose the repayment programme that best suits your needs to settle your obligations and protect your primary residence, benefiting from the dedicated framework we have created for you.
Telephone Support
Our specialized team is available to provide the guidance and support you need throughout the process.
Call us at (+30) 213 088 6600 for the best service.
CATEGORIES OF DEBTORS
Supporting Debtors with Multiple Portfolio Obligations
We have established an internal mediation service specifically for those with debts across multiple portfolios managed by Cepal Hellas, aiming to facilitate a consolidated repayment resolution.
Through this innovative service, you can submit a single restructuring request quickly and easily, eliminating the need for multiple submissions of documentation. Additionally, we simplify communication by limiting it to a single representative, who will discuss with you the solution that suits you.
You can submit your application directly to our central internal mediation team at CREDIT_MEDIATION_TEAM@cepal.gr, providing your VAT number and expressing your interest in a consolidated settlement proposal.
Alternatively, you may discuss this option with the qualified executive with whom you are already negotiating your debt settlement.
We will handle the process from that point forward and contact you regarding the next steps and scheduling an appointment.
AUTHORISED INDIVIDUALS
Dedicated to the convenience of authorised individuals
We remain dedicated to supporting your authorised representatives. For this reason, we strive to continually improve our level of service and our communication framework.
If you wish us to communicate with a third party, in addition to our direct contact with you, you can send the relevant authorisation or power of attorney to customerservices@cepal.gr.
In any case, and to keep you informed on the progress of your account, you will receive periodic statements regarding your obligations, which are issued on a regular basis.
If you hold a valid authorisation, you can contact us via our telephone support line. Call us at (+30) 213 088 6600, follow the prompts, and we will connect you with the competent representatives to:
- Find out about the debt (amount, stage of delay, etc.)
- Discuss the possibility of settling the debt
- Discuss issues relating to the enforcement of the debt (exclusively for Lawyers)
Visit our FAQs for more information on how to complete the authorisation process and access our authorisation template.
Frequently Asked Questions:
Useful answers to frequently asked questions
Explore our FAQ section to find detailed information about our services, the procedures governing your accounts, and practical solutions for managing your obligations.
How can I update my contact details at Cepal?
To update your details, you can send the necessary information and the relevant documents through our digital platform e-Cepal, by selecting the request “Update personal information” or by email to customerservices@cepal.gr.
What is an authorisation, and what is required to submit it to Cepal?
An authorisation is a document that allows one person (authoriser) to give permission to another (authorised person) to act and receive information on their behalf in matters concerning their obligations. The authorisation should:
What are the insurance obligations for my property?
According to your contract and the relevant legislation, you are obliged to insure the mortgaged property at your own expense, at least against the risks of fire and earthquake. The insurance must be taken out with a reputable insurance company legally operating in Greece, and must be maintained for the entire duration of the loan until it is fully repaid. Upon each renewal, please inform us by sending your policy via email to insurancecontracts@cepal.gr.
How do I check for property coverage under a Cepal group insurance policy and submit a notice of loss?
To check whether your property is covered under a Cepal group insurance policy, or to report a loss, please send your request to customerservices@cepal.gr. Our team will direct you either to our competent internal department for information regarding your property’s insurance status, or to the insurance company to submit a notice of loss and proceed with the claims process.
What do I need to update my contact details with Cepal?
To update your landline or mobile phone, please provide us with a recent phone bill in your name or other document confirming your phone number.
To update your physical address, please provide us with a recent utility bill or residential tenancy agreement. Alternatively, you can send us supporting documents issued by or submitted to the Independent Authority for Public Revenue (IAPR/AADE) or from the digital applications of the General Secretariat for Digital Governance
To update your email address, please provide us with a solemn declaration from gov.gr confirming the e-mail address you use.
How do I submit my authorisation to Cepal, and is there a template available?
You can provide us with the relevant authorisation by following the steps below:
- Find out about the authorisation template and follow the instructions to create the authorisation online via the Gov.gr website in the section “Issue authorisation”.
- Alternatively, use the template below directly and validate it at an appropriate public authority or Citizen Service Centers (KEP).
- Send the authorisation and the identification documents of the authorised person by email to exousiodotiseis@cepal.gr or via the e-cepal platform.
The link to download a sample authorisation is provided below:
How do I file an insurance claim if I have insured the property myself?
To submit an insurance claim for property damage, please register your claim through the portal by following these steps: i) Enter the insurance policy number associated with the claim. ii) Submit the independent surveyor’s loss assessment report. iii) Attach the official letter from the insurance company confirming their approval of the claim and the approved settlement amount.
CONTACT
Get in touch with us:
Available Ways
We are always here to give you the support you need and make sure to give you the best possible service.
