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Your opinion matters to us and we encourage you to contact us. We respond to your complaints promptly and transparently. We apply modern, certified procedures to offer you fair solutions and improve your experience.

Open communication

We want to be of help. Together we get to improve the quality of our service. We are open to all your comments:

You can also make a complaint or compliment through our contact brochure, which is available at our branches.

Transparency and equal treatment

We treat all our customers equally. We follow consistent rules and transparent procedures to handle every complaint. We aim to build our relationship on trust.

When we handle complaints, we look for a fair solution. We offer options that meet the specifics of each case and the needs of our customer.

Every month we inform all Units as well as the Executive Board of the Bank about the results and data that derive from handling the complaints, in order to evaluate the issues that arise. 

Certified and awarded procedures

Our Complaints Handling Policy is harmonised with the guidelines for complaints-handling issued by the European Banking Authority (EBA).

All procedures and instructions we follow are ISO 9001 certified

Modern methods

To process complaints quickly and efficiently, we apply strict standards and up-to-date methods. Our practices include: 

Root Cause Analysis

We identify why you are not happy. We identify our weaknesses and inefficiencies.

By analysing the causes, we are able to take measures to constantly improve our products, services, customer care and the experience we offer you.

Voice of the Customer

Once we have handled your complaint, we examine whether our service has risen to your standards.

We contact you and ask you to help us evaluate how suitable and efficient the solution has been.

Advanced IT systems

The IT system we use to handle your complaints helps us:

  • Analyse the data of each case and make use of them.
  • Monitor the progress of each complaint. At each stage we record our actions in detail until a solution is reached.
  • Communicate better internally. This enables us to respond to your complaints faster and more efficiently.

In our effort to offer you even better customer experiences, we upgrade our IT systems frequently.