>OPERATING FRAMEWORK>Complaints Handling

Cepal Hellas’ priority, within the context of managing receivables arising from non-performing loans and credits, is the prompt and efficient provision of services to any customer, always respecting and replying to his/her requests.

According to the provisions of Act no. 157/02.04.2019 of the Executive Committee of the Bank of Greece that incorporates guidelines stemming from the Joint Committee of the European Supervisory Authorities in relation to complaints’ handling, Cepal Hellas has adopted a written complaints policy and has set up an independent Unit for the implementation of the aforesaid policy. This ensures that complaints are assessed in an unbiased manner while keeping conflicts of interest to a minimum.

Information about complaints submission/handling process

Cepal Hellas, a company licensed by the Bank of Greece, according to article 1 par. 1 a. of Law 4354/2015, specializes in the servicing of receivables arising from loans and credits.


In this respect, in case you have any request in relation to the services provided by Cepal Hellas, do not hesitate to contact us.

In Detail

When submitting your complaint, you should describe your request in detail, providing us with the following necessary data, in order to be able to contact you:

  • Tax Identification Number
  • Name and Surname/ Company’ s name
  • Contact details (Address, Telephone Number, E-mail)

You may submit your complaint by any of the following means:


  • By completing and submitting the relevant form
  • By email: contact@cepal.gr
  • By fax: (+30) 2130887787
  • By post to the Customer Services Department of Cepal Hellas at: 209-211 Syggrou Avenue, 17121, Nea Smyrni, Attiki
  • By visiting the Customer Services Department at Cepal Hellas’s registered office: 209-211 Syggrou Avenue, 17121, Nea Smyrni, Attiki


For any information regarding the submission of your complaint, you may contact the Customer Services Department of Cepal Hellas on weekdays (Monday to Friday) from 09.00 – 17.00, tel: (+30) 2130 886600

While submitting your complaint, in case you need additional information regarding the way we collect and process your personal data, you may refer to the Data Protection Policy Cepal Hellas has implemented.

  • Upon receipt of your complaint, we will promptly notify you in writing about its receipt.
  • We will proceed with an in-depth assessment of your request.
  • In the event we need any clarifications or additional information, we will contact you as soon as possible.
  • We will provide you with an update on the progress of your case, following a request from you. 
  • We will evaluate your request impartially, replying to you within a period of 45 calendar days, according to the applicable regulatory framework.
  • If, during the processing and handling of your request, more time is required to complete the response to your complaint, we will inform you in writing before the expiry of the above deadline, stating the reasons for the delay and providing you with an estimated time frame within which the assessment of your complaint is expected to be completed and a response provided to you.

If, following our reply, your complaint persists, you may contact alternative/out-of-court dispute resolution bodies.

Alternative/Out-of-Court Dispute Resolution Bodies

Consumer Ombudsman

144, Alexandras Ave, 11471, Athens, Greece
Τel.: (+30) 210 6460862, (+30) 210 6460814,

(+30) 210 6460612, (+30) 210 6460734,

(+30) 210 6460458
Fax: (+30) 210 6460414

General Secretariat for Commerce and
Consumer Protection

Kaningos Sqr., 10181, Athens, Greece
Tel.: 1520
Fax: (+30) 210 3843549
E-mail: 1520@mindev.gov.gr


Hellenic Ombudsman for Banking-Investment Services (HOBIS)

1, Massalias Str., 10680, Athens, Greece
Tel: 10440 ή (+30) 2103376700
Fax: (+30) 2103238821
E-mail: info@hobis.gr