Complaints Process

How to make a complaint

Should you have any cause for complaint about the provision of our service, please contact us — orally or in writing — using any of the channels below.

What happens next

1. Acknowledgement within 5 business days. We will acknowledge your complaint in writing, tell you who is dealing with it, and indicate when you may expect a substantive answer.
2. Investigation. The complaint is logged, reviewed by a senior member of staff, and investigated in full. We may contact you for further information or supporting documents.
3. Formal written response within 8 weeks from the receipt of the original complaint. If the complaint cannot be resolved within this timescale, we will write with an explanation as to the progress and the likely timescale involved.
4. Escalation. If we are unable to settle your complaint, you may refer it to the Financial Ombudsman Service Cyprus (our home-state supervisor), and additionally — for matters arising under Greek law — to the Hellenic Insurance Brokers Association or the Bank of Greece consumer-protection function.

Financial Ombudsman Service Cyprus

Greek consumer protection

If your complaint arises from services provided locally, you also have rights under Greek consumer protection law. The Hellenic Consumer Ombudsman (www.synigoroskatanaloti.gr) provides free alternative dispute resolution for consumer matters.

Complaints about how we use your data

If your complaint relates specifically to how we have collected, used or stored your personal data, please notify our Compliance Officer (Andrew Francis) using the contact details above. You may also raise data-protection concerns directly with the Hellenic Data Protection Authority — www.dpa.gr.

Our record-keeping

We keep complaints on record for two years once closed, or six years if the complaint also relates to how we arranged a policy.