CUSTOMER SERVICE & CONTACT
At Cepal, we treat each case individually, providing you with the support you need.
CUSTOMER SERVICE & CONTACT
We are close to you, supporting you every day
Service
At Cepal, we are always here to provide you with the support you need.
You can refer to the Cepal Borrower Handbook – a practical guide created to support you at every stage of our collaboration. It includes brief, targeted sections on the main servicing tools, available options for communication, payments, and request submissions.
Choose how to contact us and get information about your debts or submit your request:
Calling our Telephone Service
Registering or visiting our digital services, on the e-cepal digital platform
Sending an e-mail
METHODS OF SERVICE
Telephone Service
Take advantage of our new telephone service by calling +30 213 088 6600. Follow the instructions and whichever of the available options suits you best, and get immediate information about your debts.
Navigating our telephone service is easy and simple, with the only requirement being that you enter your Tax Identification Number (TIN).
Receive basic information about your debts (amount owed, next instalment, date of last payment, etc.) via an automated message. If you wish, you can request an SMS to be sent for your convenience.
Get information on debts related to Law 3869/2010, the Out-of-Court Debt Settlement Mechanism, Vulnerable Debtors, and the Code of Conduct.
Inform us of your interest in exploring debt restructuring options, and a specialised representative will call you shortly.
Quickly and easily submit basic requests regarding your debts, such as requesting a repayment schedule, a statement of debt, etc.
Be serviced exclusively by our specialised representatives who manage authorised persons, such as lawyers, advisors, and third parties.
Receive basic information about your debts (amount owed, next instalment, date of last payment, etc.) via an automated message. If you wish, you can request an SMS to be sent for your convenience.
Get information on debts related to Law 3869/2010, the Out-of-Court Debt Settlement Mechanism, Vulnerable Debtors, and the Code of Conduct.
Inform us of your interest in exploring debt restructuring options, and a specialised representative will call you shortly.
Quickly and easily submit basic requests regarding your debts, such as requesting a repayment schedule, a statement of debt, etc.
Be serviced exclusively by our specialised representatives who manage authorised persons, such as lawyers, advisors, and third parties.
METHODS OF SERVICE
Digital Services
e-Cepal
Discover the new e-Cepal digital platform and gain immediate access to monitoring and managing your obligations—easily, quickly, and securely.
Available 24 hours a day, 7 days a week, the e-Cepal platform offers a comprehensive digital service experience, enabling you to:
- stay informed about your balances, upcoming instalments, and payment due dates
- make payments online through the available digital services
- submit requests and track their progress in real time
- receive personalised notifications for important updates related to your account
- schedule a phone appointment with a Cepal representative
Cepal e-Statements
“The new digital era of statements is here”
Cepal Hellas introduces the new e-Statements digital experience, offering a comprehensive, modern, and secure way to stay informed about your accounts through e-Cepal.
With this new service, you are notified whenever a new statement is issued and gain secure access to your available account copies, without the need for printed correspondence.
Stay up to date with your obligations easily and quickly by registering on e-Cepal and benefit from:
- Instant and full 24/7 access, wherever you are
- Enhanced security and increased protection of your personal data
- Fast search and greater flexibility
- Immediate notification via SMS and email whenever a new statement is issued
- Reduced paper usage, contributing to environmental protection
Payments
Make your payments easily, quickly, and securely through e-Cepal by choosing the method that best fits your needs and daily routine.
Through the platform, you have access to available digital payment options that offer greater flexibility and simplify the management of your obligations, such as:
- IRIS e-Commerce for instant and secure transactions
- Debit card for quick and simple payments
Discover all available payment methods related to your portfolio via the dedicated section on cepal.gr.
Online Certificates & Request Submission
Submit your requests at any time via e-Cepal, without waiting.
Through the platform, you can:
- track their progress in real time
- receive immediate updates
- easily access the certificates and documents you need
Appointments
Easily and quickly schedule your appointment with a specialised Cepal representative and take the first step toward arranging your loan obligations.
Through a simple process, you can book your phone appointment and discuss with us the available solutions that best meet your needs.
Log in to e-Cepal and schedule or modify your appointment whenever it suits you.
Visit https://portal.cepal.gr/ now and manage your debts with ease and reliability.
METHODS OF SERVICE
Contact us by e-mail
Submit any of your requests via email to customerservices@cepal.gr
CUSTOMER SERVICE & CONTACT
Complaints and Feedback for Service Improvement
At Cepal, we are committed to applying uniform rules and procedures with merit and transparency. We operate on terms of equal treatment of our debtors by building trusting relationships with them. We aim to provide prompt and efficient debt management services, offering solutions to any issues arising from our operations.
Putting this commitment into practice, we have created an independent Complaints Management Unit, which, with integrity and professionalism, ensures that the assessment of any issue concerning you is carried out in an impartial and objective manner, reducing the risk of conflict of interest.
We strive to continuously improve our services and ensure that we provide you with the best possible service. If for any reason you are not satisfied with your experience, you have the option to submit your complaint via any of the following channels:
348 Syngrou Avenue, Kallithea, 17674, Greece
on the telephone number: (+30) 2130 886600
from Monday to Friday 09:00-18:00
CUSTOMER SERVICE & CONTACT
After filing a complaint
Once we receive your complaint, we will confirm receipt of it. If we require any clarifications or additional information, we will contact you as soon as possible. If you wish, we can keep you informed regarding the progress of your complaint.
Upon completion of the complaint process, you will receive a written response in clear and understandable language within the applicable regulatory deadlines. Should an extension to the investigation be required, we will inform you promptly of the reasons for the delay and the expected completion date.
In case you wish to contact an independent body or authority to submit your complaint or if you are not satisfied with the response you have received from us, you can escalate your complaint to the following regulatory bodies:
Address: 1 Massalias, 10680, Athens, Greece,
Tel: (+30) 210 3376700
E-mail: info@hobis.gr
For further information, visit the official website of the Hellenic Financial Ombudsman at https://hobis.gr/
Address: 144 Alexandras Avenue, 11471, Athens, Greece,
Tel.: (+30) 210 6460862, 210 6460814, 210 6460612, 210 6460734, 210 6460458,
Fax: (+30) 210 6460414
For further information, visit the official website of the Hellenic Consumer Ombudsman at www.synigoroskatanaloti.gr.
Frequently asked questions:
Useful answers to frequently asked questions
Explore our FAQ section and find detailed information about our services, the procedures relating to your debts, and practical solutions related to managing your debts.
How can I update my contact details at Cepal?
What is an authorisation, and what is required for submitting it to Cepal?
An authorisation is a document that allows a person (the principal) to grant permission to someone else (the authorised representative) to act and receive information on their behalf regarding their debts. The authorisation must:
- Be addressed to Cepal.
- Include the full details of both the principal and the authorised representative.
- Provide an exact description of the actions and powers granted.
- Be accompanied by the authorised representative’s ID card (or professional bar card if the representative is a lawyer).
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 first-class insurance company legally operating in Greece and must be maintained for the entire duration of the loan until it is fully repaid. At each renewal, please inform us by sending your policy by email to insurancecontracts@cepal.gr.
As a servicer of receivables, in cases where an insurance obligation arises and no active insurance policy has been received for the mortgaged properties, Cepal will include them in a group insurance policy, debiting the respective insurance costs to the loan accounts of the contracts they secure.
How do I proceed with an investigation of property under a Cepal group insurance policy and notice of loss?
You can send your request to the email address customerservices@cepal.gr so that we may refer you either to the competent team of our company for information regarding the insurance of your property, or to the insurance company for the notice of loss and the subsequent procedures.
As a servicer of receivables, in cases where an insurance obligation arises and no active insurance policy has been received for the mortgaged properties, Cepal will include them in a group insurance policy, debiting the respective insurance costs to the loan accounts of the contracts they secure.
What will I need to update my contact details in Cepal?
To update your landline or mobile phone: Please provide us with a recent phone bill in your name or another 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 Tax Office, or obtained 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 email address you use.
How can I submit my authorisation to Cepal? Is there a template?
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 Citizens’ Service Centres (KEP).
- Send the authorisation and the identification documents of the authorised person by email to exousiodotiseis@cepal.gr or via the e-Cepal platform.
How can I claim my insurance if I have insured the property myself?
To claim compensation for an insured property, please register your claim through the portal by following these steps:
- Provide the insurance policy number under which the claim is being made.
- Submit the loss adjuster’s report (expert report).
- Attach the settlement letter from the insurance company stating the compensation approval and the final amount.
