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. Choose how to contact us and get information about your debts or submit your request by:

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 2130886600. 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 VAT number. 

Here are the available options:
OPTION #1

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.

OPTION #2

Get information on debts related to issues of the Greek Law 3869, extrajudicial mechanism, vulnerable debtor and code of conduct.

OPTION #3

Inform us of your interest in exploring the possibility of debt restructuring and a qualified representative will call you shortly.

OPTION #4

Quickly and easily enter basic requests regarding your debts, such as providing a dossier, statement of debt, etc.

OPTION #9

Be serviced exclusively by our dedicated representatives to manage authorised persons such as solicitors, consultants and third parties.

Here are the available options:
OPTION #1

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.

OPTION #2

Get information on debts related to issues of the Greek Law 3869, extrajudicial mechanism, vulnerable debtor and code of conduct.

OPTION #3

Inform us of your interest in exploring the possibility of debt restructuring and a qualified representative will call you shortly.

OPTION #4

Quickly and easily enter basic requests regarding your debts, such as providing a dossier, statement of debt, etc.

OPTION #9

Be serviced exclusively by our dedicated representatives to manage authorised persons such as solicitors, consultants and third parties.

METHODS OF SERVICE

e-Cepal (digital services)

Discover our new digital platform e-cepal and gain direct access to monitor and manage your debts easily, quickly and securely.

The platform is accessible 24 hours a day, 7 days a week, and allows you to keep up to date with your balances, upcoming instalments and payments, monitor the progress of your claims, and get personalised information on your accounts.

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 our services, you have the option to submit your complaint in alternative ways:

(either as a registered or unregistered user)

e-mail at
Sending a physical mail to

348 Sygrou Avenue, Kallithea, 17646, Greece

Telephone contact with the Telephone Service Department of Cepal Hellas

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 and if we need clarifications or additional information, we will contact you as soon as possible. If you wish, we can keep you informed of the progress of your complaint.

Upon completion of the complaint process, you will receive a written response in clear and understandable language within the specified time frame. If we do not respond to your request in a timely manner, we will inform you of the delay and the reasons for the delay.

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:

Hellenic Financial Ombudsman

Address: 1 Massalias, 10680, Athens, Greece,
Tel: 10440 or 2103376700
Fax: 2103238821.
E-mail: info@hobis.gr

Consumer Advocate

Address: 144 Alexandras Avenue, 11471, Athens, Greece,
Tel.: 210 6460862, 210 6460814, 210 6460612, 210 6460734, 210 6460458,
Fax: 210 6460414

For further information, visit the official website of the Consumer Advocate 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?

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.

An authorization is a document that allows one person (authorizer) to give permission to another (authorized) to act and receive information on their behalf in matters concerning their debts. The authorisation should:

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.

To investigate whether your property is covered by a Cepal group insurance policy or to report a loss, send your request to customerservices@cepal.gr. Our team will direct you either to the relevant department within our company for information on insuring your property, or to the insurance company for the loss notification and subsequent procedures.

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 Public Finance Service or from the digital applications of the General Secretariat for Digital Governance

To update your e-mail address, please provide us with a solemn declaration from gov.gr confirming the e-mail address you use.

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:

To claim reimbursement from an insured property, please register your claim through the portal by following these steps: a) Enter the insurance policy under which the indemnity for reimbursement was issued, b) Submit the expert report, c) Attach the letter from the insurance company stating the intention to pay compensation and the amount of compensation.

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